Quality Assurance Coach and Trainer

2 weeks ago

London, United Kingdom Comdata Group Full time

**Main Purpose of role**:
We are looking for a Quality Assurance Coach and Trainer to join our existing team for Center Parcs.
Center Parcs offer holiday packages to European customers both online and over the phone.
for customer service, a natural ability to influence sales and excellent people management
capability. The QA Coach and Trainer will be expected to coach and support a team of Sales and
Customer service agents and drive the performance of every individual. Comdata’s task is to
generate holiday bookings and sales of associated additional products and services.

**Who are Comdata Group?**
Leading the way in Customer Interaction & process management Comdata are an international
outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our
clients employ us to communicate with their customers in the most effective ways - this can be on

**Why work for us?**
Comdata has a fun and sociable team environment working culture
Pension Scheme
Eye test vouchers and discounts
Discounted corporate gym membership
- Involvement with local charities and fundraising days
Campaign specific benefits including discounts, incentives and prizes
Recommend a friend scheme paid reward of £1000
Apprenticeship qualifications and career flight path schemes
Recognition and reward schemes with Love to Shop Voucher rewards
Weekly dress down day
Cycle to work scheme
Tech scheme
**Position in Organisation**
As the Quality Assurance Coach and Trainer you are responsible for monitoring, coaching and
training a team of Sales and Customer Service agents to deliver Quality and Customer Satisfactory
results in line with Client expectations. You will report to the Team Manager.

**Operational Days and Hours**
With given notice, Comdata reserves the right to change your working hours. Please note that whilst
you will be supporting the PVCP contract, whose standard office hours are between 8am and 8pm
Monday to Friday & 9am - 4pm Saturday to Sunday your Comdata contracted hours will be 8.00am
- 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required
by the business.
**Database, Systems & Training**
Full training will be given by Comdata and will include on-going training throughout your
employment as and when required. You will also receive a full company induction that will include
many areas such as GDPR the DBF Quality Management System and all other systems and soft
skills training.
**Opportunity for Growth**
skilled consultants to help ‘raise the bar’ in terms of customer experience.
Across the campaign the team will have SMART objectives. These will be communicated by the
manager (on behalf of the client).

**Responsibilities and Duties of Role**
Coaching and Training of German Sales and Service agents
Responsible for end to end performance management of agents
Accountable for the preparation and conduction of all core-team and new-starter training
Conduct regular remote and side by side quality monitoring of agents
Conduct regular coaching and feedback sessions with all agents
Conduct regular quality evaluations and provide client with feedback
Prepare Quality presentations outlining focus / improvement points and actions taken
Responsible to motivate and drive their team to maximum efficiency
Be appointed to bring out the best in the individuals within the team and maximise their
potential
Ensure the members of the team are fully compliant in carrying out their duties
Provide on-going daily support for members of the team and be first point of contact for
product and quality issues
- Will lead by example ensuring good standards of performance, attendance and conduct
within the office are maintained
Contribute pro-actively to the overall development of the campaign through ideas and
creativity
Participate in client events, meetings and shows as requested/as relevant
This list is not extended to be inclusive or exhaustive of the duties required. You will be
expected to undertake work of a related nature or to perform duties other than or in
addition to your normal ones upon request. You may be required to carry out other duties
deemed reasonable, as required by the needs of the business.

**Profile**
Experience working in a call centre in a customer service (preferably travel industry)
environment
A proven track record in performance and achieving targets within a call centre environment
Good level of computer literacy (MS Word, MS PowerPoint, MS Excel, Call centre software
German speaker to fluent level
Good written and verbal English language skills
Natural ability to influence behaviours and reach desired outcomes
Excellent interpersonal skills
A background in travel/leisure reservations is desirable
Able to add to a high performance team culture where agents “exhaust all opportunities” to
achieve targets and brand loyalty for the client
A natural ability to drive sales
Professional and emotionally resilient.
T

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