Performance Improvement Coach – Quality Assurance
PURPOSE OF THE JOB:
The successful candidate will work with the Call Centre Managers, Team Leaders & Support Functions as a PIC in Quality, along with working in other areas within the support team as & when required. These areas include, but are not limited to, Supervising, being a Knowledge Expert, Cross Training, Escalations, supporting NET training. They will be responsible for the monitoring of, and providing feedback and coaching on, various transaction types.
Roles & Responsibilities:
* Conduct thorough quality assurance evaluations
* Evaluate the quality of the Customer Service Representatives on various LOBs, including, but not limited to, voice, emails, chat & OP
* Review, assess and identify coaching and training needs.
* Deliver coaching and feedback to Customer Service Representatives highlighting strengths and areas for improvement to ensure quality, adherence and excellent customer service
* Use quality monitoring data management system to compile and track performance at centre, team and individual level, including trend analysis
* Develop quality improvement plans in collaboration with Team Leaders, Training & Managers
* Prepares internal and external quality reports for management staff review
* Conduct refreshers when required
* Be an active member of calibration process both internal & external
* Training new entrants in the quality aspect of their role(s)
* Elements of Supervision are required within the role
* This list is not exhaustive, and the role will require other tasks and responsibilities to be undertaken when required
The Person:
* First and foremost, our Performance Improvements Coaches (Quality Assessors) are ambassadors for the HCL brand and role models for their colleagues
* Excellent communication skills, verbally and written
* Strong attention to detail and analytical thinking
* Ability to influence and persuade other people without direct authority
* Strong teamwork and collaborative attitude
* Initiative-taking and must excel in a minimally managed, high-profile position
* Adaptability, Flexibility, Confidence, and a Willingness to take ownership
Essential Criteria:
* Minimum 2 years’ customer service centre experience
* Minimum 1 year customer service centre experience within a Quality Assurance / Performance Improvement Coach Role
* Strong computer literacy including Microsoft Office Suite
Desirable Criteria:
(used in the event of high-volume applications)
* 2+ years’ contact centre experience within a Quality Assurance / Performance Improvement Coach Role
* A Level or above (Or equivalent)
Hours of Work:
* 40 hours per week
* Core hours are Monday – Friday 8am-8pm & Saturday 8am-12noon, fully flexible to meet the demands of the role as operational hours may change due to business/client requirements
* Permanent contract
Selection Process:
Successful candidates must be able to complete and clear the below before an offer of
employment can be made:
* Telephonic Screening
* Face to face interview and assessment
* Background screening checks to include: Access NI, Credit Check & Reference/Employment verification checks