At a Glance
- Tasks: Monitor agents, review performance metrics, and provide feedback to enhance customer service.
- Company: Join ConnexAI, an award-winning Conversational AI platform with a dynamic team.
- Benefits: Competitive salary, growth opportunities, and a supportive work environment.
- Other info: Be part of a forward-thinking company that values innovation and teamwork.
- 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 27000 - 33000 £ per year.
Connex AI 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.
- About Connex AI
Connex AI is an award-winning Conversational AI platform.
Designed by an elite engineering team, Connex AI's technology enables organisations to maximise profitability, increase revenue, and take productivity to new levels.
Connex AI provides cutting-edge, enterprise-grade AI applications, including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.
Quality Coach in Manchester employer: ConnexAI
At ConnexAI, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that empowers our employees to thrive. Our Manchester office offers a dynamic environment where you can engage in meaningful AI projects while benefiting from continuous learning and growth opportunities. Join us to be part of a global team dedicated to shaping the future of language technology, all while enjoying the excitement of working at the forefront of AI advancements.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Coach in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ConnexAI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ConnexAI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Coach in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ConnexAI:Your cover letter is your chance to shine! Tell us why you want to work at ConnexAI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ConnexAI!
How to prepare for a job interview at ConnexAI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
