Job Description
Job Title: Quality Coach – Contact Centre
Location: Sheffield, UK
Company Overview:
JDR is pleased to support our client, a leader in the debt recovery enforcement sector with over 40 years of experience, in their search for a Quality Coach. Our client employs a dedicated UK team of 500 professionals and is committed to fostering a culture where everyone has the opportunity to perform meaningful work and be recognised for their efforts.
Job Purpose:
The Quality Coach will monitor call performance and support team members in delivering accurate and compliant customer service. This role involves providing feedback, conducting training sessions, and contributing to the continuous improvement of call centre operations.
Key Responsibilities:
1. Call Monitoring:
* Listen to live and recorded calls.
* Assess agent performance against established benchmarks.
2. Feedback & Coaching:
* Conduct one-on-one sessions with agents.
* Offer clear, actionable feedback.
3. Performance Tracking:
* Monitor key performance indicators such as call duration, compliance, and customer satisfaction.
* Report trends to management.
4. Process Improvement:
5. Assist in updating internal procedures.Ȁ...