Your colleagues
What's it like to work here? Meet a few of your new colleagues
Charles Deehan - Quality Monitoring Advisor
QMT operate 08.00 – 18.00 Monday to Friday so my shifts always fall within these times. I’ve been on the team since February 2019.
9.15
I don’t live far from work but I always like to get in early. It’s an energising 20 minute walk in the morning.
9.50
I check my emails and do some admin.
10.10
Unless I’m finishing off a call from the previous day, I’ll check our master spreadsheet for an advisor’s name. I’ll then locate a call for them. It could be anything from standard and Scottish debt advice, to client support and DRO calls.
However, QMT listen to all types of phone contact with our clients. This includes calls from Plan Referrals, Financial Solutions, Digital Support and more of our frontline departments.
It’s our job to make sure our clients get the best advice and recommend remediation where it’s needed. Once I’ve found a call I’ll put my headphones on and get listening.
11.45
I finish listening to the call. I’ll then write out the evaluation and highlight any areas that need development. Sometimes it’s a perfect call and there’s no improvement required! If there’s any major issues or wrong advice then these are checked and verified by another member of the team. Then the feedback is sent off to the advisor’s team leader.
12.30
After a quick break I have a call consistency meeting with a team leader from Debt Advice. These meetings are an important part of our job because they let us see if there’s inconsistencies in the way we review our calls. There are disagreements, but this is good!
We need to make sure advisors are marked fairly and that there’s a level playing field. Everything is motivated by doing what’s right for the client and minimising risk. Afterwards I feed it back to the rest of the team.
13.30
Time for some food! As I don’t speak to clients I can choose when to take my lunch hour. I work in the centre of Chester so I always go for a walk to freshen up.
14.30
Back to call listening. This makes up the majority of my day so maintaining concentration is vital!
16.30
At this time of day I’ll try to get another call done. As with other departments, we also have team briefs, 1-2-1s and other meetings so the remaining time can be filled with these.
18.00
The day’s over. I enjoy keeping myself fit so after I get home I’ll go for a run or do some other exercise. However, if it’s Friday I’ll probably end up in the pub!
