Universal Quality Assurance Coach - Norwegian Speaking
Percepta Daventry, England, United Kingdom
The Universal Quality Assurance Coach drives CX excellence across the Norwegian Team. You’ll analyse performance metrics and carry out QA audits and coach these back to the agents, develop and deliver coaching, and proactively enhance both customer experience and operational quality.
Employment Details
Contract Type: Full time, Permanent
Working Hours: Monday to Friday from 8:30am to 5:00pm on a hybrid basis of 2 days office/3 days home.
Salary: £34,964 plus annual performance bonus and benefits
What You’ll Be Doing
* Analyse CX and QA KPIs to design individual and group coaching plans and drive call handling improvement.
* Monitor live and recorded interactions to ensure compliance with client and internal standards, lead audit calibration sessions.
* Partner with Operational Management, Client Partners, L&D, QA, and Instructional Design to identify training needs, facilitate workshops, and update coaching materials.
* Conduct 1:1 coaching sessions and group workshops to sharpen customer service skills, adherence to processes, and quality standards.
* Participate in QA calibration, feedback sessions, and performance evaluations to maintain alignment across teams.
* Measure coaching effectiveness via KPIs and produce regular reports for Operations and QA leadership.
* Facilitate process improvement initiatives, special assignments, and Subject Matter Expert duties as required.
What You Bring To The Role
* Proven background in learning & development delivery, particularly in CX or QA coaching.
* Experience in customer service or contact centre environments.
* Prior involvement in quality assurance, performance auditing, or process compliance.
* Skilled in interactive learning design and engagement techniques.
* Undergraduate degree in Business, Quality Management, Education, or related fields.
* Recognized training qualifications (e.g., CTP) strongly preferred, coaching certifications advantageous.
What You Can Expect
* Salary: £34,964 plus annual performance bonus and benefits
* 25 days' annual leave (increasing by 1 day each year up to 30 days) plus bank holidays
* Onsite, fully paid training with all equipment provided
* Company pension scheme
* Life assurance (4x annual salary)
* Private medical insurance and discounted dental cover
* Travel insurance (for you and your family)
* Employee Assistance Programme (EAP)
* Vehicle discounts and cycle-to-work scheme
* Free onsite parking
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe.
Equal Opportunities Statement
Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive.
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