Quality Coach – (Learning & Development/Training)

Job Ref: DJKG32056
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 a Contact Centre “Quality Coach” to help with quality assessment of calls and the ongoing coaching, learning and development and skills development across the customer operations centre, fully in line with the quality framework.

The role 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.

Responsibilities for this role will include:
• Support 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 within 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.

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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 (United Kingdom) and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.