Quality Assurance Analyst II Grade-B2 in Glasgow

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Job Details

Job Title: Quality Analyst

Department: Quality

Reports to: Operations Manager

Location: Hybrid in Glasgow City Park, 3 days in the office

Contract Type: Permanent

Position: Performance Coach

Role Overview

Working as a Performance Coach within the Banking and Insurance Sector, the post holder will be a dynamic and results‑driven person, able to help individuals achieve peak performance. You will work closely with campaign leadership to identify performance gaps and their root causes, set actionable goals, and influence team members to achieve campaign quality metrics.

The Performance Coach provides constructive feedback, delivers proven coaching techniques—including side‑by‑side sessions, show and tell, role plays, and other established methods. They collaborate with campaign leadership to design AI and other technology‑led coaching solutions. Candidates must have strong communication skills, be problem‑solvers, and possess the ability to motivate and inspire.

Competencies & Skills Required

• Conduct one‑on‑one coaching sessions to improve performance and achieve business goals
• Lead group sessions, delivering bite‑size learning and key communications
• Assess current performance and identify areas for development
• Provide constructive feedback and guidance to foster continuous improvement
• Adapt to different coaching techniques to influence colleague behaviour and motivate positive change
• Track progress and adjust coaching plans to ensure sustainable results
• Handle and turn around difficult conversations, turning negative situations into positive ones
• Maintain composure under pressure

Skills / Personal Attributes

• Attention to detail
• Ability to take on new challenges and ideas
• Excellent written and verbal communication skills
• High levels of emotional intelligence
• Confidence and capability in communicating with team members
• Organised with the ability to meet deadlines
• Ability to cope under pressure
• Adaptability to different coaching styles and techniques

Qualifications and Experience

• Must have a positive attendance track record within the last 12 months
• Existing quality results must be exemplary

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Quality Assurance

Industries

Outsourcing and Offshoring Consulting

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