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 culture that values continuous improvement 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 30000 - 40000 € 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.
About ConnexAI
ConnexAI is an award-winning Conversational AI platform. Designed by an elite engineering team, ConnexAI’s technology enables organisations to maximise profitability, increase revenue, and take productivity to new levels. ConnexAI provides cutting-edge, enterprise-grade AI applications, including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.
Quality Coach in Warrington employer: ConnexAI
ConnexAI is an exceptional employer that prioritises employee growth and development within a dynamic and innovative environment. As a Quality Coach, you will be part of a collaborative team that values open communication and continuous improvement, all while working with cutting-edge AI technology. With a strong focus on fostering a positive workplace culture and providing opportunities for professional advancement, ConnexAI is dedicated to ensuring that its employees thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Coach in Warrington
✨Tip Number 1
Network like a pro! Reach out to current employees at ConnexAI on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role in the Quality team.
✨Tip Number 2
Prepare for your interview by brushing up on quality assurance tools and continuous improvement techniques. Be ready to share specific examples of how you've driven performance improvements in past roles.
✨Tip Number 3
Show your passion for customer experience! During interviews, highlight how you’ve advocated for outstanding service standards and how you can bring that same energy to ConnexAI.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the ConnexAI family.
We think you need these skills to ace Quality Coach in Warrington
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality Coach role. Highlight your experience in coaching teams and any specific achievements that demonstrate your ability to enhance performance quality.
Showcase Your Skills:Don’t forget to mention your strong customer service skills and any experience with quality assurance tools. We want to see how you can contribute to our mission of delivering outstanding customer experiences.
Be Authentic:Let your personality shine through in your application. We’re looking for enthusiastic and growth-oriented individuals, so don’t hesitate to share your passion for continuous improvement and team success.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at ConnexAI
✨Know Your Metrics
Before the interview, get familiar with key performance indicators in quality coaching. Understand how metrics like customer satisfaction scores and first call resolution rates impact overall service quality. This knowledge will help you demonstrate your analytical skills and show that you can drive improvements.
✨Showcase Your Coaching Style
Be ready to discuss your coaching approach. Prepare examples of how you've provided constructive feedback in the past and how it led to improved performance. Highlight your ability to build relationships and foster a positive team environment, as this aligns with ConnexAI's values.
✨Emphasise Continuous Improvement
ConnexAI is all about optimisation, so come prepared with ideas on how to identify recurring issues and implement solutions. Share specific techniques or tools you've used in previous roles to enhance quality and performance, showcasing your proactive mindset.
✨Demonstrate Customer-Centric Thinking
Since the role advocates for outstanding customer experience, be ready to discuss how you've prioritised customer needs in your previous positions. Share examples of how you've embedded a customer-first culture within your team and the positive outcomes that resulted from it.
