Continuous Improvement Training Officer / Quality Coach & Trainer

Continuous Improvement Training Officer / Quality Coach & Trainer who has performance improvement coaching and training experience within a call centre or financial services environment is required for an established call centre that has built its reputation by providing specialised, and compassionate engagement services to clients.

SALARY: £30,000 - £32,000 per annum + Generous Benefits (see below)

LOCATION: Salford Quays, Manchester (M5 3EF)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 hours per week, Rota as required within operational hours

Monday to Thursday 8am - 8pm, Friday 8am - 5.30pm

JOB OVERVIEW

We have an exciting new job opportunity for a Continuous Improvement Training Officer / Quality Coach & Trainer who has performance improvement coaching and training experience within a call centre or financial services environment.

This is a great opportunity for a Continuous Improvement Training Officer / Quality Coach & Trainer with an established coaching and training background who enjoys helping colleagues to develop skills as well as enhancing call quality through training, feedback and coaching.

Working as the Continuous Improvement Training Officer / Quality Coach & Trainer you will be a dynamic self-motivated, highly professional individual who has great attention to detail and a positive outlook.

This is a data rich environment and the ability to analyse data to identify development needs & trends and the creativity to build effective solutions is key. Accuracy & compliance with client and regulatory requirements is crucial alongside embedding a consistently empathetic approach across all communication media ensuring that colleagues are focused on appropriate customer outcomes.

DUTIES

Your duties and responsibilities as the Continuous Improvement Training Officer / Quality Coach & Trainer will include:

• Conduct significant volume of live listening, side by side and autonomous call review and coaching sessions with colleagues of all abilities

• Ensure compliance with government legislation and guidelines laid down by the FCA, CSA, TCF and the ICO as well as working within strict company and client guidelines

• Analyse data, identify trends and create effective solutions

• Analyse & feedback outputs from speech analytics solution, with a focus on continuous improvement

• Ensure compliance with company principles for Quality and re-enforce the compassionate engagement style expected of all colleagues

• Using dialler recording software to pull and / or listen to calls

• Provide balanced feedback to all levels of colleague and desire for self-development feedback

• Working towards monthly strategies and targets

• Adopt a strong coaching approach to development

• Champion continuous development and Global Career Path

• Work closely with Team Managers / Team Leaders to support an increase in call quality scores

• Work with Team Managers / Team Leaders to develop feedback mechanisms and enhance engagement with call centre agents

• Conduct regular call quality calibration sessions with appropriate stakeholders

• Responsible for briefing Training and Compliance Management

• Rapid development to facilitation of training sessions and 3-week new call centre agent induction programme

CANDIDATE REQUIREMENTS

• Previous experience of behavioural and performance improvement feedback & coaching / training in a call centre / financial services environment

• Ability to engage with colleagues at all levels; coaching and influencing improvement and development within individuals and teams

• Excellent Communication - both written and verbal

• Flexible and ability to prioritise workload according to challenging deadlines

• Ability to work well under pressure in a highly regulated environment and execute at speed

• Good planning and organisational skills, maintaining accurate records of coaching intervention and track progress

• Analyse information, conduct trend analysis and report findings utilising Office IT including Microsoft packages

BENEFITS

The company offer a range of programmes and benefits to help their people and their families stay healthy and happy, including:

• Secure reserved car parking space and excellent transport links
• 31 days holidays per year including 8 bank holidays
• Healthcare Scheme*
• Company pension plan*
• Life Assurance*
• Salary Sacrifice Schemes*
• Various discounts and other incentives*

*Qualifying period applies

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P12886

Full-Time, Permanent Call Centre Training and Coaching Jobs, Careers and Vacancies. Find a new job and work in Salford Quays, Manchester, North West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.

Customer Service Trainer | Call Centre / Contact Centre Learning and Development

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