Quality Coach Customer Service
2 weeks ago
We are looking for a passionate, authentic, and energetic customer service QA Coach with high attention to detail whilst working in a fast paced outsource contact centre space. This is a challenging, continuously changing and expanding environment; if this sounds like you then read on
The main purpose of this role is to ensure we meet the high quality and compliance expectations of our clients. You will support our Quality department in Salford by liaising with the team and providing feedback to advisors and by constantly driving the quality performance of our campaigns.
You will be responsible for dip checks and ensuring these have been handled compliantly whilst delivering a high level of customer service. You will work closely with Operations highlighting risk and trends to promote continuous improvement on the campaign.
**Additional Information**
- Monitoring dip checks to the required volume and standards
- Employ expert coaching to improve individuals’ quality and compliance
- Implement development plans where additional support is required
- Identify high risk agents and trends, escalate issues with proposed solutions
- Positively contribute to achieving overall campaign KPIs
- Promote behaviours in line with CC33 People Promises
- Promote adherence to company policy, addressing and documenting any non-conformance and escalating where appropriate
- Participate in audits to ensure compliance to business practices and policies is maintained
- Attend client and internal quality calibration sessions and achieve low variance
- Attend campaign briefings and deliver quality updates
- Attend new starter training to provide an overview of quality and highlight why it is important to the business
- Support with complaints analysis
- Accurate completion of all necessary administration
**What we look for**
- High attention to detail
- Excellent written and verbal skills including spelling and grammar
- Able to work under pressure as targets will be in place
- Enthusiastic and committed
- Can prioritise workload effectively to maintain a high accuracy and productivity
- Flexible in approach to working hours and location
**Job Types**: Full-time, Fixed term contract
Contract length: 4 months
Pay: Up to £25,396.80 per year
Work Location: In person
Reference ID: QC1107
Expected start date: 04/08/2025
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