At a Glance
- Tasks: Ensure top-notch customer outcomes through quality checks and proactive coaching.
- Company: Join Servaada, a Wipro company, committed to quality and customer satisfaction.
- Benefits: Enjoy a competitive salary, generous benefits, and training opportunities.
- Other info: Embrace a collaborative culture with opportunities for personal growth.
- Why this job: Make a real impact in a dynamic team while developing your skills.
- Qualifications: Strong attention to detail and ability to coach others effectively.
The predicted salary is between 40500 - 49500 £ per year.
About Servaada, a Wipro company: 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 is looking for a Quality Coach. This is a new role which will be at the heart of the growth agenda for the organisation. The Quality Coach will be the custodian of quality customer outcomes, by reviewing in line with the quality framework the outcomes/communications delivered to our customers, supporting operational change and transition activities, providing good quality feedback and proactive coaching and the promotion of ownership to continually improve customer satisfaction. This is a 6 months Fixed Term Contract role, and an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.
Your Benefits: As a Quality Coach you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.
Responsibilities:
- Check the quality and accuracy of customer response in line with the quality framework and in a timely manner in line with SLA’s, approving, or rejecting this work depending on its fitness for purpose, accuracy, and compliance both with external regulations and internal process rules, considering the whole customer journey to date, including any need for urgency or solutions to cater for vulnerability.
- Complete telephone call critiquing to the agreed quality framework standards, providing coaching and feedback where required to ensure customer outcomes are continually improved and colleague competency meets the needs of our customer requests.
- Coach and support customer service colleagues in the completion of good quality, compliant customer outcomes via the customer channel of choice, targeting any areas for training or improvement and ensuring accurate information is input and maintained on the administration system.
- Support coaching of new recruits into either the company or the team - in how to deliver service excellence and support in their learning and development by sharing knowledge and best practice.
- Identify trends revealed from quality checks, breaches and complaints and recommend to the team leader and process owner, ways to improve quality at individual team member level and at process level.
- Authorise contractual policy transactions, in line with our Company Authority Database, demonstrating segregation of duty and quality feedback where errors are made.
Essential Skills:
- Aptitude to pass knowledge and skills onto other colleagues in a collaborative, supportive way, building positive learning relationships.
- Checking accuracy and attention to detail and ability to maintain consistent quality over a sustained duration.
- Ability to work under time and quality constraints.
- Proven ability to adapt to change.
- A high level of computer literacy.
- Ability to impart through feedback and coaching, key learns and recommendations to change practice or improve competence.
- Good interpersonal and communication skills with a flexible style to cater for different colleague needs.
- Self-motivation, self-awareness, and positivity so that all team members always see a role model.
- Judgement skills in identifying, interpreting, and scoping problems and improvement opportunities.
Desirable Skills:
- Computer literacy and willingness to learn new systems and technologies.
- Experience of working in a financial services company.
- Thorough knowledge and understanding of customer conduct and Treating Customers Fairly (TCF) principles.
- Experience of working in a customer services environment.
- Knowledge of regulatory and legislative requirements pertaining to Life and Pensions.
- Any further business-related experience or higher education qualifications will be an advantage though not essential.
- Any coaching skills or qualifications would be preferable though not essential.
- CII (Chartered Insurance Institute) learning, and experience undertaken or in progress.
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, able to remain calm and composed when handling competing priorities.
- Team-oriented, contributing positively to collaborative working environments.
- Problem-solving attitude, able to identify issues quickly and offer practical solutions.
Application of Individual Conduct Rules: Standard of conduct is reasonable under all circumstances relating to:
- 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.
Equal Opportunities: Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.
Quality Coach - 6 Months FTC in Norwich employer: Wipro
Wipro is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee growth, we provide extensive training and development opportunities, ensuring our team members thrive in their careers while working on impactful projects across diverse sectors. Our competitive salary and benefits package, combined with a culture that values creativity and excellence, make Wipro a rewarding place to advance your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Coach - 6 Months FTC in Norwich
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Wipro.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Wipro. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Quality Coach - 6 Months FTC in Norwich
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Wipro.
How to prepare for a job interview at Wipro
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Wipro's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Wipro offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
