Quality Assurance Analyst II Grade-B2

   Job Title: Quality Analyst Department: QualityReports to: Operations ManagerLocation: Hybrid in Glasgow City Park, 3 days in the officeContract Type: PermanentPosition: Performance Coach Role Overview:Working as a Performance Coach within the Banking and Insurance Sector, the post holder will be adynamic and results-driven person, able to help individuals achieve peak performance. You will work closely campaign leadership to identify performance gaps, and the root cause of these gaps to set actionable goals, influencing the team members to achieve their campaign quality metrics.The Performance Coach provides constructive feedback, delivers proven coaching techniques, including side by side’s, show and tell, role plays and other established coaching methods. They will collaborate with campaign leadership to help design AI and other technology led coaching solutions. Candidates must have strong communication skills, both written and oral, be a problem solver and have the ability to motivate and inspire.Competencies & Skills Required     Conduct one-on-one coaching sessions to improve performance and achieve business goalsLead group sessions, delivering bite size learning and key communications Assess current performance and identify areas for developmentProvide constructive feedback and guidance to foster continuous improvementComfortable with adapting to different coaching techniques to influence colleagues  behaviours and motivate them into positive change Track progress and adjust coaching plans to ensure sustainable results Ability to handle and turn around difficult conversations, turning negative situations into positive onesAbility to cope under pressure  Skills/personal attributes Attention to detailAbility to take on new challenges and ideasExcellent communication skills both written and verbalHigh levels of emotional intelligence Confident and capable of communicating with team membersOrganized with the ability to meet deadlinesAbility to cope under pressureAbility to adapt to different coaching styles and techniques  Qualifications and ExperienceMust have positive attendance track record within the last 12 monthsExisting quality results must be exemplary