Quality Assurance Coach

IMSERV is one of the UK\’s leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software.
PURPOSE OF ROLE:
* Suggest and implement process improvements where required.
* Provide technical advice and guidance to the Team Leaders and Customer Event Managers
* To provide coaching and support within the Service Delivery team to ensure that quality standards are met.
* Build and maintain relationships with other internal and external operational functions to deliver a cohesive end-to-end operational service.
* Identify system and process enhancements that are impacting the quality and timeliness of our services and make recommendations to manager to resolve these.
* Support training and provide coaching to ensure services are delivered in line with customer expectations and company goals.
* Support the other departments in dealing with customer queries / escalations and complaints.
MAIN RESPONSIBILITIES
* Maintain regular weekly quality checks via call listening and process quality checks that are in line with contractual requirements and customer expectations.
* Support the Team Leaders and Customer Event Managers with reporting such as weekly stats.
* Provide support on complex queries by sharing skills and knowledge.
* Working closely with other teams to ensure that IMServ customers receive a high-quality service and that both internal and external service levels are met.
* Ensure timely, effective resolution of issues with the ability to solve the majority of them without the need to escalate.
PERSON SPECIFICATION:
Technical Skills Desirable
* Experience of coaching
Skills & Experience
* Good level of written and spoken English
* Proven experience using Microsoft office packages (Excel, Word, etc.)
* A high level of computer and system literacy (able to use multiple systems to complete a process)
* Clear communication skills, particularly able to coach and mentor at all levels.
* Good problem-solving skills, able to grasp problems quickly & draw informed conclusions, escalating where appropriate.
* Able to work in a complex environment with conflicting demands and make clear and consistent decisions.
* Anticipates issues and is pro-active in dealing with them.
* Can manage own time to meet daily requirements.
* Flexible, willing & able to cope with change in a pressurized environment.
* Ability to influence and motivate.
COMPANY BENEFITS:
* 28 days annual leave plus