Process Leader- Customer Service (International Inbound Voice)

Capita is hiring for Process Leader (Inbound Voice)

Role & responsibilities

• Conduct timely

  quality audits

  on Voice calls and completed cases to maintain accuracy and compliance.
• Ensure acquisition of

  product and process knowledge

  within defined timelines and maintain updated documentation.
• Deliver

  training sessions

  for new advisors and ensure competency achievement within set timelines.
• Get certified on new processes and cascade knowledge to the team effectively.
• Ensure all required

  licenses and access permissions

  are acquired on time.
• Perform

  root cause analysis

  for quality errors, customer complaints, and UK Operations escalations; implement corrective and preventive actions.
• Filter and resolve queries/returns/referrals before escalation to UK Compliance.
• Collaborate with technical teams to cascade process/product updates and conduct

  knowledge enhancement sessions

  .
• Analyze quality trends and errors to identify gaps and implement solutions for improvement.
• Manage standardized and non-standardized client escalations through research and coordination with onshore teams.
• Conduct

  calibration calls with clients

  to align expectations, share feedback, and resolve queries.
• Ensure accurate and timely reporting of

  quality scores, breaches, and complaints

  through MIS and management reports.
• Drive

  process improvement initiatives

  to enhance efficiency and customer experience.
• Audit work streams to ensure compliance with internal and external regulations, including TCF principles.
• Actively participate in

  new business projects and transformation initiatives

  .

Preferred candidate profile

• Experience in quality management, preferably in UK voice-based customer service processes
• Consistent quality marking for Voice calls.
• Ability to train and coach team members effectively
• Successful calibration sessions with clients.
• Timely and accurate reporting of quality metrics and audits.
• Compliance with internal and external regulatory frameworks.
• Implementation of process improvements and new initiatives.
• Proficiency in MS Office and reporting tools
• Knowledge of UK compliance and regulatory frameworks