Quality Coordinator

Alma Personnel are pleased to announce working with their Sheffield based client to recruit for a Quality Coordinator to be based on site.

Your key role will be monitoring and improving call handling quality v capability throughout the centre.

Tasks:

1. Monitoring call quality and providing coaching to call centre team members whilst improving performance.
2. Conduct one to one feedback sessions, effectively delivering opportunities for improvement and areas of strength in team members.
3. Assisting in managing individual and team KPIs - ensuring a focus on quality and call times.
4. Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients.
5. Assisting in online testing with agents - monitoring performance standards.
6. Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement.
7. Help train new and existing team members to build and grow individual capability.
8. Assisting with ISO internal/external audits.

Skills:

1. Must have a regulatory background.
2. Good IT skills - able to adapt and use new systems.
3. Problem-solving skills, able to look for solutions without having to ask.
4. Previous coaching and training experience within a telephony environment.
5. An analytical mindset - able to understand complex issues and identify issues/opportunities.
6. Clear communication capabilities - both written and verbal and confident.
7. Previous practical experience in coaching and training telephony teams.
8. An ability to work shifts between 8 am and 6 pm, Monday to Friday.

Full training and further career progression is available to the right person, as well as an attractive salary and pension scheme and Life Assurance Plan.

DBS/CCJ checks will be required for the successful person.