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Quality Coach/Specialist

2 months ago

Midlothian, United Kingdom Nutmeg Saving and Investment Limited Full time

Nutmeg Saving and Investment Limited is committed to delivering exceptional customer experiences. As a Quality Coach/Specialist, you will play a critical role in driving this mission forward.

**Key Responsibilities:**

  • Support and motivate our team in delivering a superior service standard, ensuring that every customer interaction is a positive one.
  • Contribute to the review and improvement of coaching frameworks, processes, and procedures within our operation, driving continuous improvement and excellence.
  • Identify and execute process improvements, providing Subject Matter Expert support on key process and technology initiatives.
  • Stay up-to-date with training and enhancements that impact our operations, ensuring we remain at the forefront of industry best practices.
  • Apply changes to processes, procedures, and regulatory requirements, ensuring seamless execution and minimal disruption.
  • Drive individual and team success by providing regular positive feedback and recognition, fostering a winning environment.
  • Develop and manage development plans, tracking learner progress and ensuring timely updates.
  • Manage personal workload and priorities, escalating key risks and issues to management in a timely manner.
  • Build and maintain strong partnerships with key stakeholders, driving collaboration and mutual success.

**Required Qualifications, Skills, and Capabilities:**

  • Experience in investments, ISAs, and pensions, with a deep understanding of the industry.
  • Proficiency in working with Salesforce, leveraging its capabilities to drive business success.
  • Strong verbal and written communication skills, with the ability to influence and persuade others.
  • Excellent analytical and research skills, with a keen eye for detail.
  • Ability to investigate complex issues, reaching successful resolutions that benefit all parties.