Call Quality coach

Acacium Group; Leeds; Hybrid; GBP 27,000 - 29,000; Full time

Job summary

Join Acacium Group as a Call Quality Coach, where you will enhance customer experiences by evaluating interactions and providing feedback. This hybrid role offers a competitive salary and numerous career development opportunities within a global healthcare solutions partner.

Benefits

Workplace pension scheme

Remote working options

Gym flex

Reward portal with discounts

Free flu vaccinations

Cycle to Work scheme

Health assessments and dental insurance

Life assurance and private medical insurance

Qualifications

• Strong understanding of coaching methodologies and performance feedback.
• Experience in quality assurance processes, including monitoring calls.
• Experience in helping others grow and develop.

Responsibilities

• Evaluate customer interactions to ensure compliance and standards.
• Deliver 1:1 call feedback sessions with call handlers.
• Identify opportunities for continuous improvement.

Skills

Coaching methodologies

Performance feedback

Quality assurance processes

Continuous improvement strategies

Learning & development

Job description

Call Quality Coach

Acacium Group

Hybrid working from our Bristol or Leeds office

Permanent, Full-time, Monday - Friday, 9am - 5:30pm

£27,000 - £29,000 per annum (Depending on experience) plus benefits package!

Unlock your potential

Are you passionate about delivering exceptional customer experiences and driving continuous improvement? We’re looking for a Call Quality Coach (CQC) to champion service excellence and help shape a high-performing, feedback-driven culture.

As a Call Quality Coach, your role will involve evaluating customer interactions to ensure they meet our high standards, comply with regulations, and reflect our commitment to excellence. Your insights will directly influence performance improvements and enhance the overall customer journey.

Everyday you will:

1. Collaborate with peers, leadership, and stakeholders to uphold best practices.
2. Identify, analyze, and examine calls to spot opportunities for continuous improvement.
3. Deliver 1:1 call feedback sessions, either virtually or face-to-face, with call handlers across different departments.
4. Provide clear, detailed verbal and written feedback aligned with quality standards.
5. Take ownership of the coaching pipeline, including scheduling and related administrative tasks.

What's in it for you?

• Dedicated to developing your career—tools, guidance, and support to help you succeed.
• Unrivalled career opportunities within a global group comprising over 20 healthcare, staffing, and life sciences businesses.
• Opportunities to enhance your experience and skills by moving across the organization.
• Workplace pension scheme.
• Remote working options.
• Gym flex.
• Reward portal offering discounts on shops, restaurants, bars, and cinemas.
• Free flu vaccinations.
• Cycle to Work scheme.
• Health assessments and dental insurance.
• Life assurance, critical illness cover, and private medical insurance.

Join us and make a difference!

If you want to join a global, market-leading organization committed to the human side of business, look no further. Acacium Group is a healthcare solutions partner providing staffing, managed services, and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, digital capabilities, and a strong financial profile, aiming to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivaled and diverse range of capabilities, all while embedding our core values: Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key role in shaping the future of society and improving people's lives!

To thrive in this role, you must have:

• Strong understanding of coaching methodologies and performance feedback.
• Experience in quality assurance processes, including monitoring calls, providing feedback, and implementing improvement strategies.
• Experience in helping others grow and develop, actively supporting and fostering potential within others.
• Applied knowledge in learning & development areas.

Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company—it's at the heart of our core value of Putting People First. We continually work to enhance our culture of inclusion and diversity across all roles and actively encourage applications from all backgrounds and communities.

#INDREC2022