Job Overview
The Quality Assurance Coach is responsible for suggesting and implementing process improvements, providing technical advice and guidance to Team Leaders and Customer Event Managers, and coaching the Service Delivery team to ensure quality standards are met. The role involves building relationships across internal and external operational functions to deliver a cohesive service, identifying system and process enhancements, supporting training, and assisting with customer queries, escalations, and complaints.
Responsibilities
* Suggest and implement process improvements.
* Identify and recommend system/process enhancements to improve service quality and timeliness.
* Produce and update procedural documentation for new and amended services.
* Provide coaching and support to Service Delivery team members to meet quality standards.
* Support Team Leaders and Customer Event Managers with reporting and complex queries.
* Deliver training and coaching to ensure services align with customer expectations and company goals.
* Manage own workload to ensure tasks are completed accurately and on time, in line with SLAs.
* Conduct regular quality checks (call listening, process checks) to meet contractual and customer requirements.
* Work closely with other teams to ensure high-quality service and meet service levels.
* Resolve issues effectively, escalating only when necessary.
* Support other departments with customer queries, escalations, and complaints.
* Maintain up-to-date work instructions, process maps, and procedures.
* Identify personal development needs and create a development plan.
Job Types: Full-time, Fixed term contract
Contract length: 16 months
Pay: £30,000.00-£32,000.00 per year
Benefits:
* Employee discount
* Free flu jabs
* Health & wellbeing programme
* On-site parking
* Paid volunteer time
* Sick pay
* Work from home
Work Location: Hybrid remote in Milton Keynes MK14 6LS