Quality Coach Specialist
4 weeks ago
Nutmeg Saving and Investment Limited is Europe's leading Digital Wealth Manager, and we're committed to delivering exceptional service to our clients. As a Quality Coach, you will play a critical role in developing our front-line Client Service Associates. Your passion for people development will be essential in reviewing retrospective and real-time interactions with our clients, ensuring they receive the best possible outcome.
With a focus on continuous improvement, you will be involved in projects to enhance our coaching frameworks, processes, and procedures. Your ability to provide inspiring feedback will be crucial in the development of our people, culture, and business. Prior experience in a fast-paced, client-facing contact centre or equivalent position would be an advantage in this role.
Key Responsibilities:
- Support, motivate, and develop our team in delivering an exceptional service standard.
- Contribute to the review and improvement of coaching frameworks, processes, and procedures within the operation.
- Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives.
- Stay up-to-date with training or any enhancements that directly impact how we do our job.
- Keep informed of and apply any changes to processes, procedures, and regulatory changes.
- Achieve the best out of each individual and create a winning environment by regularly providing positive praise and recognition of individual/team success.
- Work with development plans, owning content and updates that track the learners journey.
- Manage personal workload and priority items, and ensure timely escalation of key risks/issues to management.
- Develop strong partnerships with key stakeholders, proactively build and maintain relationships across the firm.
Required Qualifications, Skills, and Capabilities:
- Experience with investments, ISA's, and pensions.
- Experience working with Salesforce.
- Strong verbal and written communication skills with ability to influence others.
- Excellent analytical and research skills, detail oriented.
- Ability to deep-dive and investigate issues to reach a successful resolution to applicable parties.
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