Quality Advisor

2 months ago

Liverpool, United Kingdom Serco Plc Full time

Quality Coach (Advisor)
£23,500PA
Liverpool, Home-working
Full Time, 37.5 hours per week covering 8am - 6pm, Monday - Friday

There will be a 5-week training course with a mandatory 100% attendance.

At Serco, not only is the nature of the work we do important, everyone has a significant role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

If you’re looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people who can display the right behaviours to join us and uphold our high standards of customer service. In short, we need people to be there for our customers when they’re needed most. And, in return, we will invest in your training and development to make you an expert in your respective field.

**About the role**:
The Quality Coach role is to deliver Quality Assurance checks, coaching and feedback to agents, with a focus on improving performance, customer satisfaction and experience, and delivering tailored support to our staff

What you will need to do the role

Excellent communication skills, both verbally and written
Flexible approach to the working environment
Strong analytical, investigative, and problem-solving abilities with a challenging and inquisitive mindset
Highly organised and able to work within defined deadlines
Previous work experience in quality assurance desirable
Ability to challenge and influence others
Proficiency in using Microsoft Office products, particularly Excel, Word & Power Point Understanding of ISO9001 requirements desirable

Conduct Quality Assurance Checks, utilising an established Quality Framework
Work towards the on-going improvement of service and individual performance through excellent coaching, mentoring, and feedback delivery
Deliver against relevant contractual and divisional KPI’s and SLA’s relating to quality
Support the review and investigation of complaints and CSAT (Customer Satisfaction)
Deliver quality and related briefings to agents and management as required
Support Team Managers in the effective identification and management of underperformance
Attend scheduled Calibration sessions with relevant stakeholders
Support the development and delivery of Quality Improvement activity, including providing insight and ideas for improvements to systems, processes, training, and frameworks
Work collaboratively with stakeholders, both in and out of the allocated contract, to share best practice and learnings to enable continuous improvement of the Quality function
Act as a dedicated Subject Matter Expert on Quality related issues for the allocated contract
Use different data sources to identify trends, issues, and successes within quality performance Support in the delivery of internal and external Quality and related audits

**What we offer**:
A competitive salary A fantastic culture and supportive team; continuous training & development opportunities A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more The chance to make a positive difference in a company passionate about diversity and inclusion. Weekly Pay Access to an enhanced Pension and Serco Share Save scheme (optional)

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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