Quality Coordinator

Alma Personnel are pleased to announce working with their Sheffield based client to recruit for a Quality Coordinator to be based on site.

Your key role will be monitoring and improving call handling quality v capability throughout the centre.

Tasks:-

• Monitoring call quality and providing coaching to call centre team members whilst improving performance
• Conduct one to one feedback sessions, effectively delivering opportunities for improvement and areas of strength in team members
• Assisting in managing individual and team KPIs - ensuring a focus on quality and call times
• Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients
• Assisting in online testing with agents - monitoring performance standards
• Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement
• Help train new and existing team members to build and grow individual capability
• Assisting with ISO internal/external audits

Skills :-

• Must have a regulatory background
• Good IT skills - able to adapt and use new systems.
• Problem-solving skills, able to look for solutions without having to ask
• Previous coaching and training experience within a telephony environment
• An analytical mindset - able to understand complex issues and identify issues/opportunities
• Clear communication capabilities - both written and verbal and confident
• Previous practical experience in coaching and training telephony teams
• An ability to work shifts between 8 am and 6 pm, Monday to Friday

Full training and further career progression is available to the right person, as well as attractive salary and pension scheme and Life Assurance Plan.

DBS/CCJ checks will be required to the successful person.