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For Companies At a Glance
- Tasks: Drive customer experience excellence through coaching and performance analysis.
- Company: Join Percepta, a leader in delivering first-class customer service.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and a contributory pension scheme.
- Why this job: Make a real impact on customer experiences while growing your coaching skills.
- Qualifications: Experience in CX or QA coaching and strong analytical skills required.
- Other info: Hybrid working model with opportunities for professional development.
The predicted salary is between 24000 - 40000 ÂŁ per year.
At Percepta, we bring first-class service across each market we support. As a Universal Quality Assurance Coach in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
Employment Details
- Contract Type: Full-Time, Permanent
- Working Hours: Hybrid – 3 days office/2 days home, 40 hours per week, 8am to 5pm.
- Salary: Up to ÂŁ40,000 per annum
What You’ll Be Doing
The Universal Quality Assurance Coach drives CX excellence across the European Team. You’ll analyse performance metrics and carry out QA audits and coach these back to the agents, develop and deliver coaching, and proactively enhance both customer experience and operational quality. You will work closely with CX Operations, Quality Assurance, L&D, and Instructional Design to foster a culture of continuous improvement, data‑driven coaching, and compliance with client and internal standards.
During a Typical Day, You’ll
- Analyse CX and QA KPIs (e.g., NPS, CSAT, AHT, QA scores) to design individual and group coaching plans and drive call handling improvement.
- Monitor live and recorded interactions to ensure compliance with client and internal standards, lead audit calibration sessions.
- Partner with Operational Management, Client Partners, L&D, QA, and Instructional Design to identify training needs, facilitate workshops, and update coaching materials.
- Conduct 1:1 coaching sessions and group workshops to sharpen customer service skills, adherence to processes, and quality standards.
- Participate in QA calibration, feedback sessions, and performance evaluations to maintain alignment across teams.
- Measure coaching effectiveness via KPIs and produce regular reports for Operations and QA leadership.
- Facilitate process improvement initiatives, special assignments, and Subject Matter Expert duties as required.
- Mentor and guide CX staff on communication, problem‑solving, empathy, data interpretation, and quality mindset.
What You Bring to the Role
- Proven background in learning & development delivery, particularly in CX or QA coaching.
- Experience in customer service or contact centre environments.
- Prior involvement in quality assurance, performance auditing, or process compliance.
- Skilled in interactive learning design and engagement techniques.
- Undergraduate degree in Business, Quality Management, Education, or related field.
- Recognised training qualification (e.g., CTP) strongly preferred; coaching certifications advantageous.
- Fluent verbal and written communication in English (Plus other relevant EU language skills beneficial).
- Strong coaching, facilitation, and mentoring abilities.
- Analytical mindset with proficiency in interpreting performance and QA data.
What You Can Expect
- 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
- Company pension.
- Life Assurance 4 x annual salary.
- Contributory pension scheme.
- Private Medical and Insurance and discounted dental scheme.
- Comprehensive travel insurance for you and family in line with Scheme rules.
- Discounts on brand new vehicles.
- Employee Assistance Program (EAP).
- Cycle to work scheme.
- Free On-site parking.
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
- Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
- Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.
- Leave it better – We take ownership and leave every process, person, and place better than we found it.
- Win together – We succeed as one—celebrating, supporting, and showing up for each other.
- Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
Right to Work
Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.
Equal Opportunities Statement
Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.
Universal Quality Assurance Coach employer: TeleTech Holdings, Inc.
Contact Detail:
TeleTech Holdings, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Universal Quality Assurance Coach
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to quality assurance and customer experience. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've improved customer experiences or driven quality assurance in previous roles. Numbers and metrics can really make your achievements stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Percepta.
We think you need these skills to ace Universal Quality Assurance Coach
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Universal Quality Assurance Coach role. Highlight your experience in CX and QA coaching, and show us how your skills align with our values at Percepta.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven improvements in customer experience or operational quality. We love seeing measurable results!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who embodies our values of humility, service, and collaboration, so don’t be afraid to share your unique perspective.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at TeleTech Holdings, Inc.
✨Know Your Metrics
Familiarise yourself with key performance indicators like NPS, CSAT, and QA scores. Being able to discuss how you've used these metrics in previous roles will show your analytical mindset and understanding of quality assurance.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached others in customer service or quality assurance. Highlight specific techniques you used and the positive outcomes that resulted from your coaching sessions.
✨Emphasise Continuous Improvement
Demonstrate your commitment to fostering a culture of continuous improvement. Share instances where you've identified training needs or facilitated workshops that led to enhanced performance and compliance.
✨Align with Company Values
Research Percepta's values and think about how they resonate with your own. Be ready to discuss how you embody these values in your work, particularly in leading with humility and delivering remarkable customer experiences.
