Operations Assurance Specialist

Lenvi is hiring an Operations Assurance Specialist to ensure the successful delivery of assurance processes, including contractual assurance activity to validate Key Performance Indicators (KPIs) and Performance Indicators (PIs). The role involves leading comprehensive assurance reviews, analysing customer interactions, and developing performance improvement plans.

Requirements

• Experience with day-to-day contact centre operations
• Understanding of performance metrics within the context of a mortgage servicing contact centre
• Experience in tracking and improving performance against contractual obligations and KPIs
• Excellent analytical abilities and problem-solving skills
• Strong communication and interpersonal skills

Benefits

• Save For Your Future - Equiniti Pension Plan
• All Employee Long Term Incentive Plan (LTIP)
• Health and Wellbeing - Employee Assistance Programme
• Employee discounts
• Flexible Benefits
• Time Off