Quality Coach

Reporting to the Senior Quality Coach, the Customer Contact Quality Coach will be responsible for scoring and monitoring sales and non-sales calls, web chats and letters, based on Jet2holidays guidelines and the overall customer experience.

In this role, you will provide feedback on the results of this monitoring to the relevant Team Leader, helping to ensure that our targets are achieved and improvements are actively implemented, enhancing the customer experience at every opportunity, including outbound and Live Chat activity.

Part of your role will also be to provide coaching and ensure the sharing of best practice, on a team and individual basis. With a quality focus, you will support new starter induction training and implement call calibration sessions with the Contact Centre Team Leaders. You will also assist the Training Manager with any ad-hoc reporting.

The successful candidate will ideally have experience of call monitoring and of working within a Contact Centre environment. You will already have excellent interpersonal skills with the ability to effectively problem solve within a fast paced Contact Centre environment. You will be flexible, adaptable and demonstrate a high level of attention to detail and be proficient with Microsoft Office.

In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.

This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.

Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!