Quality Coach – (Learning & Development/Training)

Job Ref: DJKG1311a
Job Title: Quality Coach – (Learning & Development/Training)
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £28k plus benefits
Permanent: Monday to Saturday (37.5 hours a week)

We are looking for 3 Contact Centre Quality Coaches, two permanent hires and one 12 month fixed term contract, to help with quality assessment of calls and the ongoing coaching, learning and development and skills development across the customer operations centre.

The roles will work across a busy, growing contact centre and support the training teams and operational leaders, to develop the capabilities, skills and competencies of staff. Supporting colleagues in delivering an excellent customer experience, championing a culture that engages staff in a continuous learning journey, focusing on a first-class service.

Some of the key responsibilities for this role will include, the support of the training team during peak demand and or absence.
Call quality listening and quality reviews, assessing against the quality framework.
Carry out monthly call assessments and coaching reviews.
Work with new recruits and early stage development advisors on a more regular basis to develop their skill, confidence and abilities.
Carry out side by side and or remote coaching and deliver feedback

If you are interested in applying for this role, you will need previous experience working with a customer led business, delivering quality coaching ideally across a contact centre operation. You will have excellent communication skills, an inquisitive nature and a consultative coaching approach.

If you have previous experience of the GROW coaching model that would be advantageous.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

This is not a job alert

You may have realised from the title but this is not a job alert….

We wanted to let you know that we are putting together various news and help articles which you can sign up for here

 

 

One of the articles we will be sharing is also one of the most popular questions and areas of advice we get asked on a daily basis.  What do you think about my CV, or any top tips on my CV?

We asked Nicola Callan, Career Coach from HR Boost for her thoughts and Nicola kindly wrote an article for Douglas Jackson and our community on Top Tips for CV writing.  If you follow the article and need a sounding board, then do let us know.  There is a short video, which can be viewed here.

 

 

The full post will be on it’s way to this week if you sign up here.

If you have a subject or would like some help and advice at this time, then please do contact us on 0345 620 9720, or mail@douglas-jackson.com

Hoping everyone is safe and well.  Speak soon.

TeamDJ