Call Centre - Team Coach

Job Overview

Team Coach - Quality (Call Centre)

6 Month Contract - strong possibility of extension

Immediate Start

Dublin City Centre

We are seeking a Quality focused individual with prior contact centre experience to join our client for a 6 month contract position (possible extension).

Let us tell you more about this great opportunity:

  • Reporting to the Training & Quality Manager you will perform QA activities across multiple channels, and for the Service Department of the account.
  • Committed to promoting a clear understanding of the importance of quality measures and internal controls within the contact centre service industry, the role of the QA Analyst is to deliver QA activities for the operation in line with our Client
  • In this role you will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and have the willingness to learn and grow in the role.

How you will spend your day:

  • Attend Quality calibration sessions as required
  • Reporting on trends in the quality of performance of Advisors on the account, and provide feedback to TLs in order to enable them in providing coaching and improving the performance of advisors
  • Maintain account knowledge, including attending relevant product and process training
  • Update Quality monitoring system as required

Close the loop on performance improvement for Advisors and address issues at source by:

  • Feeding issues into the Training Needs Analysis processes
  • Ensuring all errors and performance issues identified are addressed immediately through coaching and correction
  • Identify process improvement opportunities. Provide the TL and Manager with feedback and suggested improvements regarding quality of service and the execution of the QA function
  • Collaborate in the roll-out of Quality and Customer Service Improvements
  • Deliver on agreed performance targets
  • Manage time effectively to ensure targets are met.

Qualifications, Training and Experience:

  • Proven ability to deal with problems and solve them effectively
  • Ability to work well either individually or as part of a team
  • Proven written communication skills
  • Analytical and reporting skills
  • Proficient in Microsoft Excel, Word
  • Lean Six Sigma experience or certification is desirable: GDI experience or Yellow+ belt; and/ or EOQ or ASQ qualifications or study

Personal Attributes required:

  • Strong written and oral communication skills
  • Motivated and enthusiastic
  • Ability to work under pressure
  • Excellent attention to detail and follow-through skills
  • Ability to build relationships with Team Leaders, Managers, and Advisors as well as their own team
  • Ability to work on own initiative, with good time management skills
  • Investigative, problem solving and follow-through skills
  • Flexible and adaptive
  • Engage in and take ownership of your own personal development

Apply Today

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