Job DescriptionCall Quality Assessor
Why Zuto?
Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.
Our journey began in 2006, and we're thrilled to have achieved significant milestones along the way. However, we're not resting just yet. We're continuously striving to reach new heights and achieve even greater successes with our team of over 450 Zutonites.
Behind taking a mortgage, buying a car is likely to be the second biggest purchase we make, and we know that our customers rely on their cars to get to work, take their children to school, take elderly relatives out at the weekend, the list goes on.
We have always said, if we were to achieve our purpose of bringing simplicity and transparency to supporting hundreds of thousands of customers into cars, this would only be half of the story. From our very beginnings, we have always known that we were creating something special at Zuto; redefining what success looks like and leaving a legacy that we could all be proud of.
As a Call Quality assessor you will be responsible for ensuring all Zuto customer interactions meet both regulatory and business standards in terms of Quality and Compliance. You will work closely with all customer facing teams in our Contact Centres helping to collate and deliver effective feedback and analysis to ensure our customers are dealt with in a professional manner whilst adhering to compliance & regulatory requirements.
Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.
Role responsibilities
- To audit and record customer interactions across all customer facing business areas, covering both Quality standards and Compliance requirements.
- Detail feedback on improvements to enable effective coaching activity.
- Accurately record information in audit forms and reporting software.
- Identify and escalate any potential risks to business management.
- Manage workload to ensure call listening KPI’s are achieved
- Help produce quality and compliance data and statistics.
- Identify themes and trends.
- Assist with training and development, support new starters through the induction and academy process.
- Celebrate positive customer interactions.
- Be available to undertake business projects when required.
Experience, skills and qualifications required
- Experiencing working within a Quality Assurance or 1st Line Compliance function.
- Good understanding of Regulatory requirements, E.g FCA, AMLR, FOS, Consumer Duty
- Attention to detail with the ability to record accurate information.
- Strong Organisational skills and ability to manage a varied workload.
- Strong communicator skills with confidence in communicating at all levels.
- Ability to work as part of a team, in a collaborative manner.
- Strong sense of Customer - with the Customer at the heart of what you do.
- Understanding of all Microsoft packages, especially Microsoft Excel.
What this role and Zuto will offer you
- 25 days holiday plus bank holidays
- Additional days off for your birthday and charity days
- Training and development with career progression opportunities
- Internal reward and cashback schemes
- Award dinners, social events, and team nights out to celebrate success
- Income protection and financial advice