Are you a passionate coach that enjoys supporting the development of people? Do you enjoy working in a fast-paced and evolving environment? Can you help our team to drive positive and quality customer outcomes? If so, this is the perfect opportunity for you… Chubb Fire & Security have a new and exciting opportunity for Quality Assurance Lead to join our Customer Excellence teams based in Blackburn BB1 2PR on a full time, permanent basis. About Us, Our Culture & What We Can Offer You Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally - Together we do great things Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people. SALARY: £27,000 - £30,000 DOE Benefits 25 days holiday, plus bank holidays Company Pension Scheme Life Assurance (4 x Basic Salary) Free Onsite Parking Free Mortgage Advice Employer Supported Volunteering Days Cycle to Work Scheme Employee Referral Scheme (£1000) Employee Scholarship Scheme A Central Benefits Platform offering a wide variety discounts Health & Wellbeing Resources Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence What You Will Be Doing As a Quality Assurance Lead As a Quality Assurance Lead You Will Be Collaborating Closely With Team Members And Leaders To Identify Knowledge Gaps And Drive Positive Change In An Evolving, Front-line Telephony-based Environment. You Will Be Pivotal In Developing And Delivering The End-to-end Quality Assurance And Coaching Needs For Our Customer Excellence Centre Through Quality score incoming calls and mailbox requests within the customer excellence centre and provide feedback by tracking, documenting, and reporting quality levels to Leaders and their Deputies. Book 1-2-1 coaching sessions with the contact centre providing quality feedback identifying areas of strength and improvement. Liaise with Leaders to hold regular quality improvement meetings to ensure service levels are improved month on month. Investigate reports of quality issues and ensure resolution in accordance with company guidelines and regulatory requirements Develop or update procedures for the capture, investigation, and documentation of quality issues/ complaints What We Would Like You To Bring You’ll be passionate about driving quality and improvement through coaching, mentoring and training, with a qualification or accreditation in ‘Train the Trainer’ or Coaching. Ability to deliver improvements in a fast-paced and evolving environment Deep knowledge of coaching, quality assurance terminology, methods, and tools Driven by analytics, data and metrics Good time management and organisational skills - ability to prioritise tasks quickly and efficiently Excellent interpersonal and communication skills, always demonstrating commitment to our ‘Building Great Leaders’ culture Proficiency in best practices for testing, version control, and defect management A proven background in coaching and ideally possess a relevant qualification Chubb - A Place Where You Can Lead Your Career Additional Information About Us, Our Culture & What We Can Offer You Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.