Can you imagine a world without music? Neither can we.
The Mission
To enable Team Managers and Advisers to provide the correct support and coaching to consistently provide positive customer experience to our customers. Embedding continuous learning and feedback into everything we do.
The Vision
A culture where quality is owned by everyone. Where the customer experience is at the forefront of everything we do, in turn maintaining and increasing our customer base, maximizing sales and the revenue for both PPL and PRS’s members
The Role Purpose
This role supports the execution of the Quality Enablement strategy by delivering insightful quality checks, performance coaching, trend analysis, and stakeholder collaboration to drive measurable improvements in customer experience and operational performance. The Quality Enablement Executive plays a key role in embedding a culture of continuous improvement, compliance, and customer excellence across the organisation.
What you will be doing
Quality Monitoring & Evaluation
* Conduct comprehensive quality assessments across calls, emails, cases, and invoices to ensure compliance, accuracy, and customer-centric outcomes
* Apply QE frameworks consistently, ensuring fair and objective evaluations aligned to business standards.
* Administer and maintain QE tools (e.g., Evaluagent), ensuring accurate reporting and documentation.
Coaching & Performance Enablement
* Deliver structured, evidence-based coaching sessions to agents across the department you support
* Maintain coaching trackers, monitor agreed actions, and measure improvement outcomes.
* Provide clear, constructive feedback that supports both performance improvement and professional development.
* Host QE drop-in sessions to provide ongoing guidance and clarification on quality standards.
* Host QE calibration sessions within the department you are supporting
Insight & Continuous Improvement
* Identify trends, patterns, and operational risks through detailed call listening and case analysis.
* Produce insight-driven feedback to inform performance strategies and mitigate emerging risks.
* Share findings and recommendations with the Quality Enablement Manager to inform training design and ongoing capability development.
Stakeholder Engagement & Governance
* Act as a key point of contact for QE-related queries for the department they support
* Build strong relationships with Team Managers and frontline teams to promote engagement with quality standards.
* Support the Quality Enablement Manager and provide cover in their absence, ensuring continuity of QE operations and reporting.
You will have
Experience & Qualifications
* Minimum of 2 years’ experience in a Customer Service role
* Experience conducting Quality Assurance checks within a regulated or performance-driven environment (desirable)
* Experience providing coaching and structured performance feedback (desirable).
* Experience using Salesforce and/or a Quality platform (desirable).
* Strong knowledge of Microsoft Office, particularly Excel and PowerPoint.
* Excellent organisational and time management skills, with the ability to manage competing priorities effectively.
Person Profile
* Demonstrates strong alignment with company values.
* Self-motivated, proactive, and capable of working independently.
* Customer-focused with a passion for delivering high standards of service.
* Analytical thinker with strong attention to detail.
* Naturally curious, with the ability to investigate issues and identify root causes.
* Target-driven and outcome-focused.
* Confident communicator, both written and verbal, with the ability to present insights
* Strong interpersonal and relationship management skills.
* Collaborative team player committed to supporting wider business success.