At a Glance
- Tasks: Monitor agents, provide feedback, and drive quality performance in a fast-paced environment.
- Company: Join ConnexAI, an award-winning Conversational AI platform with a dynamic team.
- Benefits: Competitive salary, growth opportunities, and a supportive team culture.
- Other info: Be part of a cutting-edge tech company focused on continuous improvement.
- Why this job: Make a real impact on customer experiences while developing your coaching skills.
- Qualifications: 6 months of coaching experience in call centres and strong customer service skills.
The predicted salary is between 32000 - 32000 £ per year.
ConnexAI is expanding the Quality team. As a Quality Coach, you will monitor agents, review performance and quality metrics, and provide constructive feedback to both agents and managers. You will identify areas for improvement, support process optimisation, and ensure that service standards consistently meet or exceed expectations. Your role will help drive better customer experiences while supporting the team's development and performance.
Core Responsibilities
- Advocate for outstanding customer experience and ensure service standards exceed expectations.
- Monitor agent performance in a fast-paced service environment and provide constructive, actionable feedback.
- Identify improvement opportunities, drive quality performance, and support process optimisation.
- Embed a customer-first culture, collaborating with stakeholders to foster continuous improvement.
- Build strong relationships within the team, promoting trust, open communication, and team success.
- Help create a positive, engaged, and professional team environment while achieving agreed targets.
- Proactively identify recurring issues and fix root causes to improve overall service quality.
Key Requirements
- At least 6 months of experience coaching teams in an inbound and outbound call centre setting, demonstrating the ability to enhance performance quality and support ongoing process improvement.
- Experience in inbound/outbound call centre environments with strong customer service skills.
- Proficient in computer systems with the ability to analyse data and produce trend/recommendation reports.
- Knowledge of continuous improvement techniques and quality assurance tools.
- Enthusiastic and growth-oriented, with the potential to develop within the company.
Kind Coaches in Manchester employer: ConnexAI
ConnexAI is an exceptional employer that prioritises employee growth and development within a dynamic and innovative environment. As part of the Quality team, you will benefit from a collaborative culture that values open communication and continuous improvement, while also having the opportunity to work with cutting-edge AI technology. With a focus on outstanding customer experiences and a commitment to fostering a positive team atmosphere, ConnexAI offers a rewarding career path for those looking to make a meaningful impact.
