Quality Coach

ConnexAI; Manchester; On-site; GBP 28,000 - 42,000; Full time

Job summary

ConnexAI is expanding its Quality team. As a Quality Coach, you will monitor agents, review performance and quality metrics, and provide constructive feedback to both agents and managers.

You will identify areas for improvement, support process optimisation, and ensure service standards consistently meet or exceed expectations. You will help drive better customer experiences while supporting the team's development and performance, fostering a culture of continuous improvement and collaboration

Qualifications

• Minimum 6 months coaching teams in a call centre environment.
• Experience in inbound/outbound call centres with strong customer service.
• Able to analyse data and produce trend reports.
• Knowledge of continuous improvement techniques and quality assurance tools.

Responsibilities

• Advocate for outstanding customer experience and ensure service standards exceed expectations.
• Monitor agent performance in a fast-paced service environment and provide constructive, actionable feedback.
• Identify improvement opportunities, drive quality performance, and support process optimisation.
• Embed a customer-first culture, collaborating with stakeholders to foster continuous improvement.
• Build strong relationships within the team, promoting trust, open communication, and team success.
• Help create a positive, engaged, and professional team environment while achieving agreed targets.
• Proactively identify recurring issues and fix root causes to improve overall service quality.

Skills

Coaching

Customer service

Data analysis

Continuous improvement

Tools

CRM software

Quality assurance tools

Job description

ConnexAI is expanding the Quality team. As a Quality Coach, you will monitor agents, review performance and quality metrics, and provide constructive feedback to both agents and managers. You will identify areas for improvement, support process optimisation, and ensure that service standards consistently meet or exceed expectations. Your role will help drive better customer experiences while supporting the team's development and performance.

Core Responsibilities

• Advocate for outstanding customer experience and ensure service standards exceed expectations.
• Monitor agent performance in a fast-paced service environment and provide constructive, actionable feedback.
• Identify improvement opportunities, drive quality performance, and support process optimisation.
• Embed a customer-first culture, collaborating with stakeholders to foster continuous improvement.
• Build strong relationships within the team, promoting trust, open communication, and team success.
• Help create a positive, engaged, and professional team environment while achieving agreed targets.
• Proactively identify recurring issues and fix root causes to improve overall service quality.

Key Requirements

• At least 6 months of experience coaching teams in an inbound and outbound call centre setting, demonstrating the ability to enhance performance quality and support ongoing process improvement.
• Experience in inbound/outbound call centre environments with strong customer service skills.
• Proficient in computer systems with the ability to analyse data and produce trend/recommendation reports.
• Knowledge of continuous improvement techniques and quality assurance tools.
• Enthusiastic and growth-oriented, with the potential to develop within the company.

About ConnexAI

ConnexAI is an award-winning Conversational AI platform. Designed by an elite engineering team, ConnexAI's technology enables organisations to maximise profitability, increase revenue, and take productivity to new levels.

ConnexAI provides cutting-edge, enterprise-grade AI applications, including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.