Overview
Quality Coordinator Jobs in Sheffield, England, UK at Alma Personnel
Alma Personnel are pleased to announce working with their Sheffield based client to recruit for a Quality Coordinator to be based on site.
Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.
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
Title: Quality Coordinator
Company: Alma Personnel
Location: Sheffield, England, UK
Category: Quality Assurance – QA/QC (QA Specialist / Manager, Quality Control / Manager, Quality Technician/ Inspector)
