Quality Improvement Coach

2 days ago


Manchester, United Kingdom AWD online Full time
AWD Online Job Opportunity

We are seeking an experienced Continuous Improvement Training Officer / Quality Coach & Trainer to join our team at AWD online. This is a fantastic opportunity for a skilled professional to work in a dynamic call centre environment, driving performance improvement and quality assurance through coaching, training, and feedback.

The successful candidate will have extensive experience in behavioural and performance improvement coaching/training within a call centre or financial services environment. They will possess excellent communication skills, both written and verbal, and be able 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 analyse data, identify trends, and create effective solutions to drive continuous improvement.

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
- Provide balanced feedback to all levels of colleague and desire for self-development feedback
- Working towards monthly strategies and targets

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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