Training and Quality Assurance Officer

2 days ago


Manchester, United Kingdom AWD online Full time
As a leading provider of call centre services, AWD online is committed to delivering exceptional customer experiences through our highly trained and skilled teams. We are now seeking an experienced Continuous Improvement Training Officer / Quality Coach & Trainer to join our team and drive performance improvement and quality assurance across our operations.

The successful candidate will have extensive experience in coaching and training within a call centre or financial services environment. They will possess strong analytical and problem-solving skills, with the ability to identify trends and create effective solutions to drive continuous improvement. Excellent communication skills are essential, both written and verbal, as well as the ability to engage with colleagues at all levels, influencing improvement and development within individuals and teams.

The role involves conducting live listening, side-by-side, and autonomous call review and coaching sessions with colleagues of all abilities, ensuring compliance with government legislation and guidelines, as well as working within strict company and client guidelines. The individual will also work closely with team managers to support an increase in call quality scores and develop feedback mechanisms to enhance engagement with call centre agents.

We offer a competitive salary range of £30,000 - £32,000 per annum, plus generous benefits including 31 days holiday per year, a secure reserved car parking space, and excellent transport links. If you are a motivated and detail-oriented individual with a passion for quality assurance and performance improvement, we would love to hear from you.

Key Responsibilities:
- Conduct significant volume of live listening, side-by-side and autonomous call review and coaching sessions with colleagues of all abilities
- Ensure compliance with government legislation and guidelines laid down by the FCA, CSA, TCF and the ICO as well as working within strict company and client guidelines
- Analyse data, identify trends and create effective solutions
- Work closely with Team Managers / Team Leaders to support an increase in call quality scores
- Develop feedback mechanisms and enhance engagement with call centre agents

Requirements:
- Previous experience of behavioural and performance improvement feedback & coaching/training in a call centre/financial services environment
- Ability to engage with colleagues at all levels; coaching and influencing improvement and development within individuals and teams
- Excellent Communication – both written and verbal
- Flexible and ability to prioritise workload according to challenging deadlines

Benefits:
- Salary: £30,000 - £32,000 per annum
- Holiday: 31 days per year
- Car Parking: Secure reserved car parking space
- Transport Links: Excellent transport links

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