Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Monitor call quality and coach team members to enhance performance.
- Company: Join a Sheffield-based company focused on quality and compliance in call handling.
- Benefits: Enjoy full training, career progression, attractive salary, pension scheme, and life assurance.
- Why this job: Make a real impact by improving call quality and helping others grow in their roles.
- Qualifications: Regulatory background, coaching experience, strong IT skills, and clear communication are essential.
- Other info: Shift work required between 8 am and 6 pm, Monday to Friday.
Alma Personnel are pleased to announce working with their Sheffield based client to recruit for a Quality Coordinator to be based on site.
Your key role will be monitoring and improving call handling quality v capability throughout the centre.
- Monitoring call quality and providing coaching to call centre team members whilst improving performance
- Conduct one to one feedback sessions, effectively delivering opportunities for improvement and areas of strength in team members
- Assisting in managing individual and team KPIs - ensuring a focus on quality and call times
- Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients
- Assisting in online testing with agents - monitoring performance standards
- Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement
- Help train new and existing team members to build and grow individual capability
- Assisting with ISO internal/external audits
Skills:
- Must have a regulatory background
- Good IT skills - able to adapt and use new systems.
- Problem-solving skills, able to look for solutions without having to ask
- Previous coaching and training experience within a telephony environment
- An analytical mindset - able to understand complex issues and identify issues/opportunities
- Clear communication capabilities - both written and verbal and confident
- Previous practical experience in coaching and training telephony teams
- An ability to work shifts between 8 am and 6 pm, Monday to Friday
Full training and further career progression is available to the right person, as well as attractive salary and pension scheme and Life Assurance Plan.
DBS/CCJ checks will be required to the successful person.
Quality Coordinator employer: Alma Personnel
Contact Detail:
Alma Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Coordinator
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to call handling quality. Understanding these metrics will help you demonstrate your analytical mindset and problem-solving skills during interviews.
✨Tip Number 2
Brush up on your coaching techniques, especially in a telephony environment. Be prepared to discuss specific examples of how you've successfully improved team performance through effective feedback and training.
✨Tip Number 3
Showcase your IT skills by being ready to discuss any systems you've used in previous roles. Highlight your adaptability to new technologies, as this is crucial for monitoring call quality and compliance.
✨Tip Number 4
Prepare to talk about your experience with regulatory standards and compliance guidelines. Being able to articulate your understanding of these areas will set you apart as a candidate who can ensure adherence to quality standards.
We think you need these skills to ace Quality Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in quality monitoring and coaching within a call centre environment. Use specific examples that demonstrate your skills in improving performance and adhering to compliance guidelines.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Quality Coordinator role. Emphasise your regulatory background, problem-solving skills, and any previous coaching experience. Show enthusiasm for the position and how you can contribute to the company's success.
Highlight Relevant Skills: In your application, clearly outline your IT skills and analytical mindset. Mention any experience with ISO audits or training new team members, as these are crucial for the role. Use bullet points for clarity and impact.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Clear communication is essential for this role, so ensure your application reflects your attention to detail and professionalism.
How to prepare for a job interview at Alma Personnel
✨Showcase Your Coaching Experience
Be prepared to discuss your previous coaching and training experiences in a telephony environment. Share specific examples of how you've improved team performance and the methods you used to provide feedback.
✨Demonstrate Analytical Skills
Highlight your ability to analyse complex issues. Prepare to discuss situations where you've identified problems and implemented solutions, especially in relation to call quality and compliance.
✨Communicate Clearly
Since clear communication is key for this role, practice articulating your thoughts clearly and confidently. Consider doing mock interviews to refine your verbal and written communication skills.
✨Understand Quality Standards
Familiarise yourself with quality standards and compliance guidelines relevant to call centres. Being knowledgeable about these will show your commitment to maintaining high standards in your work.
