Quality Manager/Team Coach

Join to apply for the Quality Manager/Team Coach role at Ant Marketing.

This role is based at our Church Street office (S1 2GN).

The role

• Managing the quality process
• Monitor calls in line with the agreed quality assurance process.
• Provide one-to-one feedback to agents using the campaign scorecard.
• Keep track of all calls monitored using trackers.
• Managing agents through ROD’s & Disciplinary meetings to uphold the process.
• Contribute to team briefings when issues of quality are concerned.
• Manage complaints.
• Communicate results to the client when needed through various reports.
• Develop/adapt the QA process in line with client requirements.
• Other reasonable ad-hoc duties

Essential Skills

• Good analytical skills and attention to detail
• A passion to achieve and maintain high quality standards and excellent customer service within the department.
• Able to work to deadlines and adapt to changing conditions.
• Confidence in public speaking and addressing the team on a group, and a one-to-one basis.
• Excellent written and verbal communication skills.
• You must have great IT skills as within this role you will be supporting staff using multiple systems.
• A favourable employment history within Ant Marketing (an internal check will be conducted on your disciplinary and attendance record)

Desired Skills

Previous management experience could be an advantage, but is not necessary to be considered for this role. Multilingual skills would be advantageous, however not essential.

Hours

Flexibility will be required between 8am-8pm Monday – Sunday. 40 Hours per week.

Pay

£26,000 plus pay progression in place.

Seniority level

Entry level

Employment type

Full-time

Job function

Quality Assurance

Industries

Outsourcing and Offshoring Consulting