Quality Coach - 6 Months FTC in Norwich

Servaada is Wipro UK entity, authorised by the Financial Conduct Authority (FCA), the UK financial services regulator, to undertake regulated activities on behalf of its clients, as an outsourced service provider.

About the Role

Servaada, a Wipro company, is looking for a Quality Coach. This is a new role that will be at the heart of the organisation’s growth agenda. The Quality Coach will be the custodian of quality customer outcomes, reviewing outcomes and communications delivered to customers in line with the quality framework. The role supports operational change and transition activities, provides good quality feedback and proactive coaching, and promotes ownership to continually improve customer satisfaction.

This is a 6‑month Fixed‑Term contract role, an exciting opportunity to gain significant experience and make a meaningful impact within a dynamic team.

Benefits

As a Quality Coach you will receive a competitive salary, a generous benefits package, and training & development to help you improve.

Responsibilities

• Check the quality and accuracy of customer responses in line with the quality framework and SLA, approving or rejecting work based on fitness for purpose, accuracy, and compliance with external regulations and internal rules, considering the whole customer journey including urgency or vulnerability matters.
• Complete telephone call critiques to the agreed quality framework standards, providing coaching and feedback where required to ensure customer outcomes are continually improved and colleague competency meets customer needs.
• Coach and support customer service colleagues in delivering high‑quality, compliant outcomes via the appropriate customer channel, targeting training needs and ensuring accurate information is entered and maintained in the administration system.
• Support coaching of new recruits into the company or team, sharing knowledge and best practice to deliver service excellence and support learning and development.
• Identify trends from quality checks, breaches and complaints and recommend to the team leader and process owner ways to improve quality at both individual and process levels.
• Authorise contractual policy transactions in line with the Company Authority Database, demonstrating segregation of duty and providing quality feedback when errors are made.

Essential Skills

• Ability to pass knowledge and skills to colleagues collaboratively and supportively, building positive learning relationships.
• Attention to detail and consistency, maintaining quality over time.
• Ability to work under tight deadlines while maintaining quality.
• Proven adaptability to change.
• High level of computer literacy.
• Ability to provide feedback and coaching that leads to improved practice and competence.
• Strong interpersonal and communication skills with a flexible style to meet different colleague needs.
• Self‑motivation, self‑awareness and positivity, serving as a role model for the team.
• Judgment skills in identifying, interpreting, and scoping problems and improvement opportunities.

Desirable Skills

• Computer literacy and willingness to learn new systems and technologies.
• Experience working in a financial services company.
• In‑depth knowledge of customer conduct and Treating Customers Fairly (TCF) principles.
• Experience in a customer services environment.
• Knowledge of regulatory and legislative requirements relating to Life and Pensions.
• Additional business‑related experience or higher education qualifications are advantageous, though not essential.
• Coaching skills or qualifications are preferable, though not essential.
• CII (Chartered Insurance Institute) learning, currently underway or completed.

Personal Attributes

• Highly organised with the ability to manage multiple tasks and deadlines effectively.
• Strong attention to detail , ensuring accuracy in all client documentation and communications.
• Proactive and self‑motivated , able to anticipate needs and take initiative without constant direction.
• Resilient and adaptable , remaining calm and composed when handling competing priorities.
• Team‑oriented , contributing positively to collaborative working environments.
• Problem‑solving attitude , identifying issues quickly and offering practical solutions.

Conduct Rules

• Must act with integrity.
• Must act with due skill, care, and diligence.
• Must be open and cooperative with the FCA and other regulators.
• Must pay due regard to the interests of customers and treat them fairly.
• Must observe proper standards of market conduct.
• Must act to deliver good outcomes for retail customers.

Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants are welcome.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants, including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.