Quality Coach

Are you seeking a new challenge to work as a Quality Coach?

We have a new exciting opportunity, not to be missed! At CPM we are currently looking for a Quality Coach to support the development of a key account team within our Contact Centre here in Thame. You will join us on a full time, permanent basis and will receive a competitive salary of £25,000 - £27,000 per annum depending on experience plus benefits.

About the Quality Coach role

You will be the quality expert for a team of customer service staff who deliver phone, email, letter and Social Media support to our client’s consumers. You would be responsible for identifying the development needs of our staff in regards to customer service, process and data accuracy via quality scorecards to ensure we are delivering a fantastic service. Working alongside our training team, you would schedule in the required training to drive measurable improvements in Customer Satisfaction, customer experience and operational performance through regular coaching, guidance and advice. You will also be required to conduct and lead call levelling/calibration sessions to ensure a consistent approach and drive best practice behaviours within the team.

This is fantastic opportunity to develop your career working with some of the UK’s biggest brands for a company that understands the importance of investing in its people and developing from within.

What we’re looking for in our Quality Coach

- Able to demonstrate a proven track record in delivering exceptional customer service - essential

- Experience of people development, mentoring, coaching and experience in a similar role – essential

- Experience in identifying trends for improvement at individual and team level – essential

- Experience of working in a customer focussed environment - essential

- Experience of working in a fast paced contact centre environment

- Be computer literate with a good knowledge of ‘office’ applications

- Be passionate about developing people to achieve the best results

- Have a proactive approach to problem solving

- Have a professional outlook, self-confident with a ‘can do’ attitude

As our successful Quality Coach we will reward you with

- Free parking onsite

- 25 days holiday + BH (Increasing a day a year capped at 31)

- Sports and Social club

- Onsite restaurant

- 70/30 in-house promotion vision

- Other flexible benefits after successful probation

- Reward and recognition program for Contact Centre

Working Hours – 37.5 hours per week

- Monday to Friday – 9am – 5.30pm

So if you would like to join our team as our new Quality Coach then please click ‘apply’ today – don’t miss out, we’d love to hear from you!