Job Description

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More About The Role

As a Quality Coach, you will play a key role in driving service excellence within the Contact Centre.




Through working collaboratively with our Outsourced and white label Contact Centre providers, you will be an ambassador for the Morrisons brand and an advocate for high quality standards across all customer contact channels.




You will be primarily responsible for monitoring, assessing, validating and enhancing the quality of customer interactions across all customer channels including calls, emails, social media and other digital listening platforms, ensuring consistent application of quality standards and evaluation criteria in line with our internal quality framework.




Delivering structured feedback and development guidance to both Team Leaders and site Quality Assurance teams, your role is to ensure our customer service advisors meet defined performance standards and deliver a consistent, high quality customer experience.




This position follows a 5 day working week, 3 days office based.



Hilmore House, our head office, offers convenient amenities, including a subsidised on-site restaurant, coffee shop, convenience and sample store, a prayer room, free parking, and frequent company wide events and promotions.



Applicants should live within a reasonable commuting distance of our office.



Some of your responsibilities will include:



Conduct regular call, email and social media monitoring against defined Quality Frameworks and channel scorecards. Perform third line final quality assurance evaluations, attending weekly
calibration meetings (plus adhoc feedback workshops) to discuss, debate and



confirm final Quality Assurance outcomes to improve customer service advisor performance.


Provide ongoing coaching, feedback, and development opportunities during
weekly Quality calibrations to ensure high-quality customer interactions,



challenging Team Leaders & Quality team members where necessary, ensuring full alignment to our quality standards in line with the Quality Framework.


Perform weekly random quality observations on our internal Morrisons Executive Relations Advisors and provide direct coaching/feedback to these colleagues and their respective line manager Identify trends and any areas for improvement that have been identified through either the new AI technology system or your independent observations and escalate appropriately. Influence change through either continuous improvement adjustments to the
existing channel scorecards and coaching materials identified through calibration or independent quality assurance monitoring purposes.


Contribute to the Quality transformation agenda and continuous improvement
initiatives to enhance customer experience and operations efficiency.



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About The Company

In return for all your hard work, you will receive:


15% discount in store from the day you join us Additional 10% discount card for a friend or family member Career progression and development opportunities Generous holiday entitlement Healthcare benefits including Aviva Digital GP 'MyPerks' giving you discount with over 850 retailers Free parking onsite Enhanced Family, Maternity and Paternity Leave


Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you'll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!





At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.





There's more to our business as it's fast paced and ever changing, as such we've got lots of fresh opportunities for you to play your part in our success. We'd love to meet you!





At Morrisons, we're proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that's good for our customers too.



We're always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.



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About You

We've built an incredibly diverse business, and we're working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we're looking for someone who has:



Previous Contact Centre Quality Assurance experience, ideally in direct inbound customer service, preferably in the retail sector Experience in coaching, mentoring or training roles preferred In depth subject matter expertise on product and process knowledge - preferably across retail and online operations Detailed knowledge of best practices in customer service, including active listening, empathy, and problem-solving skills Understanding of quality assurance processes and customer service standards Knowledge of utilising & embedding AI enabled Contact Centre Quality tools (eg: Voice of The Customer speech/text analytics, Auto Quality Assurance, Quality & Coaching Dashboards) Detailed systems knowledge of utilising Salesforce Customer Relationship Management (CRM) system Excellent verbal and written communication skills to provide clear and constructive feedback to uphold Quality standards Excellent interpersonal skills to build rapport with Contact Centre service providers Ability to self manage, prioritise and multitask, often working under pressure and to very tight deadlines, supporting the wider team deliverables * Attention to detail and good analytical skills to identify trends & improvement opportunities to enhance customer satisfaction