Quality Assurance Coordinator – Global Contact Centre

LGBT Jobs; Greater London; Híbrido; GBP 36.000 - 48.000; Jornada completa

Descripción de la vacante

Dorchester Collection in London is seeking a Quality Coordinator to support delivery of Quality Assurance across the Global Contact Centre. You will monitor interactions, calibrate calls and emails, and provide timely feedback to teams.

Working with the L&D team, you will help maintain content on management systems, run regular quality checks, and mentor new starters to raise service standards. The role is permanent, based at Knightsbridge, with shift-based hours.

Formación

• Experience delivering QA standards across a Global Contact Centre.
• Ability to analyse specialist interactions (calls, emails, chats).
• Strong collaboration with L&D and operations.

Responsabilidades

• Support delivery of QA standards across the Global Contact Centre.
• Conduct call, email and chat calibrations to measure quality.
• Provide feedback and training to improve quality scores.
• Produce QA reports for management meetings.
• Mentor new starters to accelerate performance.

Conocimientos

Quality Assurance

Call monitoring

Coaching

Team collaboration

Descripción del empleo

Dorchester Collection in London is seeking a Quality Coordinator to support delivery of Quality Assurance across the Global Contact Centre. You will monitor interactions, calibrate calls and emails, and provide timely feedback to teams.

Working with the L&D team, you will help maintain content on management systems, run regular quality checks, and mentor new starters to raise service standards. The role is permanent, based at Knightsbridge, with shift-based hours.