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- Tasks: Evaluate and coach Customer Service Representatives to enhance quality and performance.
- Company: Join a dynamic team at HCL, a leader in customer service excellence.
- Benefits: Enjoy flexible working hours and opportunities for professional growth.
- Why this job: Be a key player in improving customer service while developing your skills in a supportive environment.
- Qualifications: 2 years in customer service and 1 year in Quality Assurance required.
- Other info: Permanent contract with a selection process including interviews and background checks.
The predicted salary is between 28800 - 43200 £ per year.
Performance Improvement Coach – Quality Assurance
PURPOSE OF THE JOB:
The successful candidate will work with the Call Centre Managers, Team Leaders & Support Functions as a PIC in Quality, along with working in other areas within the support team as & when required. These areas include, but are not limited to, Supervising, being a Knowledge Expert, Cross Training, Escalations, supporting NET training. They will be responsible for the monitoring of, and providing feedback and coaching on, various transaction types.
Roles & Responsibilities:
- Conduct thorough quality assurance evaluations
- Evaluate the quality of the Customer Service Representatives on various LOBs, including, but not limited to, voice, emails, chat & OP
- Review, assess and identify coaching and training needs.
- Deliver coaching and feedback to Customer Service Representatives highlighting strengths and areas for improvement to ensure quality, adherence and excellent customer service
- Use quality monitoring data management system to compile and track performance at centre, team and individual level, including trend analysis
- Develop quality improvement plans in collaboration with Team Leaders, Training & Managers
- Prepares internal and external quality reports for management staff review
- Conduct refreshers when required
- Be an active member of calibration process both internal & external
- Training new entrants in the quality aspect of their role(s)
- Elements of Supervision are required within the role
- This list is not exhaustive, and the role will require other tasks and responsibilities to be undertaken when required
The Person:
- First and foremost, our Performance Improvements Coaches (Quality Assessors) are ambassadors for the HCL brand and role models for their colleagues
- Excellent communication skills, verbally and written
- Strong attention to detail and analytical thinking
- Ability to influence and persuade other people without direct authority
- Strong teamwork and collaborative attitude
- Initiative-taking and must excel in a minimally managed, high-profile position
- Adaptability, Flexibility, Confidence, and a Willingness to take ownership
Essential Criteria:
- Minimum 2 years’ customer service centre experience
- Minimum 1 year customer service centre experience within a Quality Assurance / Performance Improvement Coach Role
- Strong computer literacy including Microsoft Office Suite
Desirable Criteria:
(used in the event of high-volume applications)
- 2+ years’ contact centre experience within a Quality Assurance / Performance Improvement Coach Role
- A Level or above (Or equivalent)
Hours of Work:
- 40 hours per week
- Core hours are Monday – Friday 8am-8pm & Saturday 8am-12noon, fully flexible to meet the demands of the role as operational hours may change due to business/client requirements
- Permanent contract
Selection Process:
Successful candidates must be able to complete and clear the below before an offer of
employment can be made:
- Telephonic Screening
- Face to face interview and assessment
- Background screening checks to include: Access NI, Credit Check & Reference/Employment verification checks
Quality Analyst employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Analyst
✨Tip Number 1
Familiarise yourself with quality assurance metrics and methodologies. Understanding how to evaluate customer service interactions will give you a solid foundation for discussions during interviews.
✨Tip Number 2
Brush up on your coaching and feedback skills. Be prepared to discuss specific examples of how you've successfully coached team members in the past, as this is a key part of the role.
✨Tip Number 3
Network with current or former Quality Analysts. They can provide insights into the role and the company culture, which can be invaluable during your interview.
✨Tip Number 4
Demonstrate your analytical skills by preparing to discuss how you've used data to drive performance improvements in previous roles. This will show that you can contribute to the quality improvement plans mentioned in the job description.
We think you need these skills to ace Quality Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance and customer service. Emphasise any roles where you conducted evaluations, provided feedback, or developed improvement plans.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about quality assurance and how your skills align with the role. Mention specific examples of how you've influenced performance improvements in previous positions.
Highlight Key Skills: Focus on showcasing your communication skills, attention to detail, and analytical thinking in your application. These are crucial for the Quality Analyst role and should be evident in your written materials.
Prepare for the Selection Process: Familiarise yourself with the selection process outlined in the job description. Be ready to discuss your experience during the telephonic screening and prepare for potential assessment scenarios in the face-to-face interview.
How to prepare for a job interview at HCLTech
✨Showcase Your Communication Skills
As a Quality Analyst, excellent communication is key. Be prepared to demonstrate your verbal and written communication skills during the interview. You might be asked to explain complex concepts clearly, so practice articulating your thoughts succinctly.
✨Highlight Your Analytical Thinking
The role requires strong analytical skills. Be ready to discuss specific examples where you've used data to assess performance or improve processes. This could involve sharing how you identified trends in quality assurance evaluations and what actions you took based on your findings.
✨Demonstrate Teamwork and Collaboration
Since the position involves working closely with various teams, emphasise your ability to collaborate effectively. Share experiences where you successfully worked with others to achieve a common goal, especially in a customer service or quality assurance context.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of situations where you had to provide feedback or coaching to team members, and be ready to explain your approach and the outcomes.