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For Companies At a Glance
- Tasks: Enhance customer experiences through quality processes and impactful training.
- Company: Join a leading company focused on customer satisfaction and team performance.
- Benefits: Enjoy flexible hybrid working, generous leave, and exclusive discounts.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience in quality assurance, strong analytical and communication skills required.
- Other info: Opportunity for career development with extensive training available.
The predicted salary is between 36000 - 60000 £ per year.
What you will do
As a Quality Assurance Analyst/Coach, you1ll play a vital role in enhancing customer experiences by developing and implementing quality processes. You1ll evaluate interactions, provide constructive feedback, and collaborate with stakeholders to drive meaningful change. From identifying risks to delivering impactful training sessions, your contributions will strengthen team performance and ensure customer satisfaction remains at the heart of everything we do.
What we offer
- Competitive Salary: Reflecting your skills and experience.
- Flexible Hybrid Working: Designed to suit your lifestyle and work-life balance.
- Generous Leave: 25 days of annual leave plus Bank Holidays
- Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total entitlement to the equivalent of 35 days.
- Comprehensive Benefits: Including a pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
- Exclusive Discounts: Enjoy savings with high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
- Career Development: Access to extensive training and advancement opportunities.
How you will do it
- Use QA software (e.g., NICE) to complete reviews and monitor performance trends.
- Facilitate collaboration sessions with stakeholders to drive alignment and mutual understanding.
- Deliver feedback in person or remotely, using coaching techniques to embed knowledge.
- Perform trend analysis and create action plans at individual, team, and department levels.
- Develop training materials with L&D to address quality gaps and foster improvement.
- Utilize metrics, dashboards, and storytelling to communicate insights and results effectively.
What we look for
Required
- Proven experience in a quality assurance role, ideally in a contact center.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent communication and coaching skills, with the ability to build relationships.
- Proficiency with QA software and an understanding of quality frameworks.
Preferred
- Familiarity with regulatory requirements and risk management processes.
- Experience working in a fast-paced, large-scale customer service environment.
- Advanced skills in stakeholder engagement and collaboration.
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Quality Analyst & Coach employer: Johnson Controls, Inc.
Contact Detail:
Johnson Controls, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Analyst & Coach
✨Tip Number 1
Familiarise yourself with the specific QA software mentioned in the job description, such as NICE. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Brush up on your analytical skills by practising data interpretation and trend analysis. You could use sample datasets to create reports or action plans, showcasing your ability to derive insights from data.
✨Tip Number 3
Prepare examples of how you've successfully delivered feedback and facilitated collaboration in previous roles. Being able to articulate these experiences will demonstrate your coaching skills and ability to build relationships.
✨Tip Number 4
Research common quality frameworks and regulatory requirements relevant to the role. Understanding these concepts will not only help you in the interview but also show your commitment to maintaining high standards in customer service.
We think you need these skills to ace Quality Analyst & Coach
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in quality assurance, particularly in a contact centre environment. Emphasise your analytical skills and any relevant software proficiency, such as QA tools like NICE.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about enhancing customer experiences. Mention specific examples of how you've used coaching techniques to improve team performance and customer satisfaction.
Showcase Your Communication Skills: Since excellent communication is key for this role, consider including examples of how you've successfully delivered feedback or facilitated collaboration sessions in the past. This will demonstrate your ability to build relationships with stakeholders.
Highlight Relevant Training Experience: If you have experience developing training materials or conducting training sessions, be sure to mention this. Discuss how your contributions have led to measurable improvements in quality and performance.
How to prepare for a job interview at Johnson Controls, Inc.
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis. Highlight specific examples where you've identified trends or insights that led to improvements in quality assurance processes.
✨Demonstrate Coaching Techniques
Since the role involves delivering feedback and coaching, think of scenarios where you've successfully coached others. Be ready to explain your approach and the outcomes of your coaching sessions.
✨Familiarise Yourself with QA Software
If you have experience with QA software like NICE, make sure to mention it. If not, do some research on it beforehand so you can speak confidently about how you would use such tools in the role.
✨Prepare for Stakeholder Engagement
The job requires collaboration with various stakeholders. Prepare examples of how you've effectively engaged with different teams or departments to drive alignment and achieve common goals.
