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- Tasks: Monitor calls, provide feedback, and support team training in a dynamic contact centre.
- Company: Join a leading debt recovery firm with 40 years of experience and a supportive culture.
- Benefits: Enjoy a competitive salary, hybrid work options, and perks like daily refreshments and discounts.
- Why this job: Make a real impact by enhancing customer service and supporting team growth in a collaborative environment.
- Qualifications: Previous call centre experience and strong communication skills are essential; coaching experience is a plus.
- Other info: Flexible shifts available, fostering a respectful workplace committed to equal opportunities.
The predicted salary is between 19500 - 24500 £ per year.
Location: Sheffield, UK
Company Overview: JDR is pleased to support our client, a leader in the debt recovery enforcement sector with over 40 years of experience. Our client employs a dedicated UK team of 500 professionals and is committed to fostering a culture where everyone has the opportunity to perform meaningful work and be recognised for their efforts.
Job Purpose: The Quality Coach will monitor call performance and support team members in delivering accurate and compliant customer service. This role involves providing feedback, conducting training sessions, and contributing to the continuous improvement of call centre operations.
Key Responsibilities:
- Call Monitoring: Listen to live and recorded calls. Assess agent performance against established benchmarks.
- Feedback & Coaching: Conduct one-on-one sessions with agents. Offer clear, actionable feedback.
- Performance Tracking: Monitor key performance indicators such as call duration, compliance, and customer satisfaction. Report trends to management.
- Process Improvement: Assist in updating internal procedures. Recommend improvements based on data analysis.
- Compliance Support: Ensure calls meet regulatory and company standards. Prepare for audits.
- Team Support: Support training for new and current staff. Collaborate with team leaders to enhance performance.
Requirements:
- Previous experience in a call centre or quality monitoring role.
- Proficiency in IT and the ability to learn new systems quickly.
- Strong analytical and communication skills.
- Experience in coaching or training is preferred.
- A background in regulated environments is advantageous.
- Willingness to work flexible shifts between 08:00 and 18:00, Monday to Friday.
What Our Client Offers:
- A permanent, full-time role with a competitive salary up to £24,500 per annum.
- Training and career development programmes.
- Hybrid working options based on performance.
- Daily refreshments, fruit, and on-site parking.
- Company pension scheme and life assurance.
- Access to an Employee Assistance Programme.
- Staff discount schemes.
- Opportunities for professional growth and skill development.
Our client is committed to equal opportunities, valuing a respectful and supportive workplace where every team member contributes to the company's success.
Quality Coach employer: JDR Recruitment Limited
Contact Detail:
JDR Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Coach
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to call centres. Understanding metrics like call duration, compliance, and customer satisfaction will help you demonstrate your analytical skills during interviews.
✨Tip Number 2
Brush up on your coaching techniques. Since the role involves providing feedback and conducting training sessions, being able to articulate your coaching philosophy and methods can set you apart from other candidates.
✨Tip Number 3
Network with professionals in the debt recovery or call centre industry. Engaging with current employees or joining relevant online forums can give you insights into the company culture and expectations, which you can leverage in your application.
✨Tip Number 4
Prepare examples of how you've contributed to process improvements in previous roles. Being able to discuss specific instances where your recommendations led to better performance or compliance will showcase your value as a Quality Coach.
We think you need these skills to ace Quality Coach
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Quality Coach. Familiarise yourself with call monitoring, feedback processes, and compliance standards as outlined in the job description.
Tailor Your CV: Highlight your relevant experience in call centres or quality monitoring roles. Emphasise any coaching or training experience you have, and ensure your skills in IT and analytics are clearly presented.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for quality assurance and customer service. Mention specific examples of how you've successfully improved performance in previous roles, and express your enthusiasm for contributing to the company's success.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Quality Coach role.
How to prepare for a job interview at JDR Recruitment Limited
✨Know the Role Inside Out
Make sure you understand the responsibilities of a Quality Coach. Familiarise yourself with call monitoring, feedback processes, and compliance standards. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Coaching Experience
Be prepared to discuss your previous experience in coaching or training roles. Share specific examples of how you've helped team members improve their performance and how you provided actionable feedback.
✨Demonstrate Analytical Skills
Since the role involves tracking performance indicators, be ready to talk about your analytical skills. Discuss any tools or methods you've used to assess performance and suggest improvements based on data.
✨Prepare Questions for the Interviewers
Think of insightful questions to ask about the company's culture, training programmes, and expectations for the Quality Coach role. This shows your genuine interest in the position and helps you determine if it's the right fit for you.
