Key elements of the role will include: Monitoring call quality and providing coaching to call centre team members - improving performance. Conduct 1-2-1 feedback sessions, clearly and effectively delivering opportunities for improvement and areas of strength in team members. Assisting in managing individual and team KPIs - ensuring a focus on quality, call time and collection outcomes. Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients. Assisting in online testing with agents - monitoring performance standards. Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement. Help train new and existing team members to build and grow individual capability. Assisting with client collaborations Assisting with ISO internal/external audits Requirements To be successful in the role, you will need to demonstrate: Must have a regulatory background Good IT skills - able to adapt and use new systems. Problem-solving skills, able to look for solutions without having to ask. Previous coaching and training experience within a telephony environment. An analytical mindset - able to understand complex issues and identify issues/opportunities. Clear communication capabilities - both written and verbal. Previous practical experience in coaching and training telephony teams. An ability to work shifts between 8 am and 6 pm, Monday to Friday.