Quality Coach: Drive Service Excellence

ConnexAI; Bolton; On-site; GBP 24,000 - 32,000; 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 improvement opportunities, support process optimisation, and ensure service standards consistently meet or exceed expectations. Your role will help drive better customer experiences while supporting the team's development and growth.

Qualifications

• At least 6 months of experience coaching teams in a call centre.
• Experience in inbound/outbound call centre environments with strong customer service.
• Proficient in computer systems to analyse data and create trend reports.
• Knowledge of continuous improvement techniques and quality assurance tools.
• Enthusiastic, growth-oriented and capable of developing within the company.

Responsibilities

• Advocate for outstanding customer experience and ensure service standards exceed expectations.
• Monitor agent performance 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 quality.

Skills

Coaching

Call centre experience

Data analysis

Continuous improvement

Customer service

Growth mindset

Tools

CRM systems

Reporting tools

Job description

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 improvement opportunities, support process optimisation, and ensure service standards consistently meet or exceed expectations. Your role will help drive better customer experiences while supporting the team's development and growth.