Quality Advisor

Serco Limited; United Kingdom; Remote; GBP 26,000; Full time

Job summary

A leading service management company is seeking a Quality Advisor to monitor and enhance the performance of Customer Advisors. This home-based role requires strong coaching skills and experience in customer service. You will provide feedback and training to ensure high-quality service levels. Ideal candidates are results-driven with excellent communication abilities, ready to contribute to a culture of excellence.

Benefits

Corporate Benefits Package

Personal development opportunities

Supportive work environment

Qualifications

• Proven experience in handling customer contacts and resolving inquiries.
• Strong coaching and mentoring skills to improve team performance.
• Excellent verbal and written communication skills.

Responsibilities

• Conduct quality monitoring and provide feedback to Customer Advisors.
• Identify development opportunities and deliver tailored coaching and training.
• Resolve escalated calls and complaints, ensuring swift resolutions.
• Collaborate with team managers to address concerns.

Skills

Customer service experience

Coaching skills

Communication skills

Proficiency in Microsoft Office

Organizational skills

Results-driven mindset

Job description

Serco Limited

Permanent, Full Time
Home Based
£25,869 per annum + Corporate Benefits Package

Are you passionate about delivering exceptional customer service and driving quality improvements? Join our team at Serco as a Quality Advisor, where you’ll play a key role in ensuring our Customer Advisors meet service‑level agreements, exceed performance expectations, and deliver an outstanding customer experience.

About the Role

As a Quality Advisor, your primary responsibility will be to follow structured procedures to monitor, measure, and enhance the performance of our Customer Advisors. You’ll work closely with team managers and advisors, providing feedback, coaching, and ad‑hoc training to ensure high standards of customer service are maintained.

Key Responsibilities

• Conduct quality monitoring and provide feedback to Customer Advisors.
• Identify development opportunities and deliver tailored coaching and training.
• Resolve escalated calls and complaints, ensuring swift resolutions.
• Collaborate with team managers to address concerns and promote advisor growth.
• Mentor, train, and support the team to deliver first‑class customer service.
• Analyze performance metrics and use reporting tools to monitor quality.

What We’re Looking For

• Proven experience in handling customer contacts and resolving inquiries.
• Strong coaching and mentoring skills to improve team performance.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office and other relevant tools.
• Strong organizational and time‑management abilities.
• A proactive, results‑driven mindset with a commitment to continuous improvement.

Why Join Us

At Serco, we value personal development, collaboration, and innovation. This role is your opportunity to contribute to a culture of excellence while honing your leadership and coaching skills in a supportive environment.

Additional Information

This role requires appropriate clearance and adherence to training and development requirements.

Ready to Make an Impact?

If you’re ready to help us achieve our mission of delivering exceptional service, apply now to join our team, working from home!