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Job Description

  • Job Reference:P967102LSR2_1635855374

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Lara Salmons

  • Job Location: Greater-manchester

  • Job Title: Quality Analyst

  • Job Salary: £30000 - £32000 Per Annum

Posted On: 2nd November 2021

Are you an experienced Call Trainer looking for an opportunity to develop your career? This is a fantastic opportunity to further develop in a professional healthcare environment with excellent progression opportunities. Due to our rapid business growth, an exciting opportunity for a Quality + Training Specialist has become available to support our professional and successful head office team based in Manchester.

This is an excellent opportunity to become an integral member of a developing L&D team, within a company who are market leaders in their field. The successful candidate will be responsible for ensuring the call structure and quality standards are being maintained; identifying learning and development opportunities and ensuring training is delivered.

Day to Day Responsibilities

* Collating and maintaining evidence of call monitoring activity; completing accurate call assessment forms for each call
* Providing constructive feedback and quality coaching to team, following a quality assessment
* Identifying key trends and areas for development
* Providing feedback to Managers, highlighting any areas of improvement and working alongside managers and team to implement development plans
* Report on findings to wider management team on monthly feedback sessions
* Weekly report on findings; QA scores, trends and actions
* Design and implement training sessions; continually review and assess training delivered
* Keeping up to date with Mental Health news and changes within legislation; filter this throughout department
* Design; develop and deliver training for counselling team and other departments; embracing different types of techniques – e-learning, tutorial sessions
* Drive and produce monthly training sessions for the department inline with a 12 month plan
* Liaise with key stakeholders and department coordinators

Desirable Qualities

* Relevant Counselling or Psychology qualification
* Proactive and self-motivated attitude
* Organised with the ability to manage your own workload on a daily basis
* Excellent communication skills – listening and speaking
* High level of accuracy and attention to detail
* Excellent delivery skills and innovative ways of learning – encouraging engagement and involvement

P967102LSR2

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