Customer Service Quality Auditor

Customer Service Quality Auditor Who are Diligenta? Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development. Summary of the role We are seeking Customer Service Quality Auditors to join our dynamic and diverse Support Team, offering exciting challenges and opportunities for career progression. We are looking for exceptional individuals to lead quality monitoring across all complaint teams, while also playing a key role in supporting, developing, and enhancing the performance of each team member. Your role will involve continuously supporting and developing staff to drive improvements in quality, productivity, and competence, ensuring that we consistently deliver outstanding service to our customers. You will be responsible for embedding quality standards and providing the necessary training and development to help individuals succeed and grow in their roles. Benefits 31 days including Bank Holidays Eligibility for an annual discretionary bonus scheme Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services) Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods Cycle to Work Scheme & Interest free Season Ticket loans A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection Apply to find out about our other benefits What you'll be doing Deliver quality assurance Manage the monthly/quarterly audit plan. Oversee audit checks Provide Quality Management Information Support root cause and trend analysis to identify areas for improvement Provide one-on-one coaching sessions Act as a point of escalation for complex issues and complaints What we're looking for Excellent knowledge of Life & Pension products essential Previous experience working within Complaints or Customer Services Excellent communication skills, both verbal and written A positive, approachable attitude and the ability to build and maintain relationships The ability to provide and accept constructive feedback Adaptability and flexibility in responding to changing demands and environments. PandoLogic. Keywords: Quality Auditor, Location: Stirling, SCT - FK8 3AB