- Professional
- Ufficio in Manchester
What you will do
As a Quality Assurance Analyst/Coach, you’ll play a vital role in enhancing customer experiences by developing and implementing quality processes. You’ll evaluate interactions, provide constructive feedback, and collaborate with stakeholders to drive meaningful change. From identifying risks to delivering impactful training sessions, your contributions will strengthen team performance and ensure customer satisfaction remains at the heart of everything we do.
What we offer
Competitive Salary: Reflecting your skills and experience.
Flexible Hybrid Working: Designed to suit your lifestyle and work-life balance.
Generous Leave: 25 days of annual leave plus Bank Holidays
Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total entitlement to the equivalent of 35 days.
Comprehensive Benefits: Including a pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
Exclusive Discounts: Enjoy savings with high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
Career Development: Access to extensive training and advancement opportunities.
How you will do it
Use QA software (e.g., NICE) to complete reviews and monitor performance trends.
Facilitate collaboration sessions with stakeholders to drive alignment and mutual understanding.
Deliver feedback in person or remotely, using coaching techniques to embed knowledge.
Perform trend analysis and create action plans at individual, team, and department levels.
Develop training materials with L&D to address quality gaps and foster improvement.
Utilize metrics, dashboards, and storytelling to communicate insights and results effectively.
What we look for
Required
Proven experience in a quality assurance role, ideally in a contact center.
Strong analytical skills with the ability to interpret data and identify trends.
Excellent communication and coaching skills, with the ability to build relationships.
Proficiency with QA software and an understanding of quality frameworks.
Preferred
Familiarity with regulatory requirements and risk management processes.
Experience working in a fast-paced, large-scale customer service environment.
Advanced skills in stakeholder engagement and collaboration.
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