Job Description
Job Title: Quality Coach & Trainer
Responsible to: Senior Quality Coach & Trainer
Interfaces with: All PCA colleagues, clients, and suppliers
Location: Exchange Quay, Manchester / Moorcroft Point, Liverpool
Salary: £30,000 - £32,000pa
Last updated: December 2024
This is an exciting opportunity to join the HR Team of Phillips & Cohen Associates as a Quality Coach / Trainer. Reporting to the Senior Quality Coach & Trainer, this is a great opportunity for someone with an established coaching & training background who enjoys helping colleagues develop skills as well as enhancing call quality through training, feedback, and coaching.
The Quality Coach / Trainer is a dynamic, self-motivated, highly professional individual who has great attention to detail and a positive outlook. To succeed, you’ll need excellent communication skills, especially in the areas of new starter education, balanced feedback, and coaching with a compassionate and mature approach, and be able to work well under pressure.
This is a data-rich environment, and the ability to analyse data to identify development needs & trends and the creativity to build effective solutions is key. Accuracy & compliance with client and regulatory requirements is crucial alongside embedding a consistently empathetic approach across all communication media, ensuring that colleagues are focused on appropriate customer outcomes. You’ll take pride in what you do and really care about driving exceptional customer outcomes from our front-line colleagues. Previous coaching, training, or new colleague induction experience is required.
Key responsibilities:
1. Conduct significant volume of live listening, side by side, and autonomous call review and coaching sessions with colleagues of all abilities.
2. Ensure compliance with government legislation and guidelines laid down by the FCA, CSA, TCF, and the ICO, as well as working within strict company guidelines and those of clients.
3. Analyse data, identify trends, and create effective solutions.
4. Analyse & feedback outputs from our speech analytics solution, with a focus on continuous improvement.
5. Ensure compliance with Phillips & Cohen’s Principles for Quality and reinforce the compassionate engagement style expected of all colleagues.
6. Use dialler recording software to pull and/or listen to calls.
7. Provide balanced feedback to all levels of colleagues and foster a desire for self-development feedback.
8. Work towards monthly strategies and targets.
9. Adopt a strong coaching approach to development.
10. Champion continuous development and Global Career Path.
11. Work closely with Team Managers/Team Leaders to support an increase in call quality scores.
12. Collaborate with Team Managers/Team Leaders to develop feedback mechanisms and enhance engagement with call centre agents.
13. Conduct regular call quality calibration sessions with appropriate stakeholders.
14. Responsible for briefing Training and Compliance Management.
15. Rapid development to facilitation of training sessions and a 3-week new call centre agent induction programme.
Essential skills:
1. Minimum 2+ years’ experience of behavioural and performance improvement feedback & coaching/training in a call centre/financial services environment.
2. Ability to engage with colleagues at all levels; coaching and influencing improvement and development within individuals and teams.
3. Excellent communication – both written and verbal.
4. Flexible and ability to prioritise workload according to challenging deadlines.
5. Ability to work well under pressure in a highly regulated environment and execute at speed.
6. Good planning and organisational skills, maintaining accurate records of coaching interventions and tracking progress.
7. Analyse information, conduct trend analysis, and report findings utilising Office IT including Microsoft packages.
Working Pattern – 37.5 hours per week
1. Monday – Friday
2. Rota as required within Operational hours (8am to 8pm Monday to Thursday; 8am to 5.30pm Friday)
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