Job Description

We are looking for a passionate, authentic, and energetic customer service QA Coach with high attention to detail whilst working in a fast paced outsource contact centre space. This is a challenging, continuously changing and expanding environment; if this sounds like you then read on...

The main purpose of this role is to ensure we meet the high quality and compliance expectations of our clients. You will support our Quality department in Salford by liaising with the team and providing feedback to advisors and by constantly driving the quality performance of our campaigns.

You will be responsible for dip checks and ensuring these have been handled compliantly whilst delivering a high level of customer service. You will work closely with Operations highlighting risk and trends to promote continuous improvement on the campaign.

Additional Information

Monitoring dip checks to the required volume and standards

Employ expert coaching to improve individuals' quality and compliance

Implement development plans where additional support is required

Identify high risk agents and trends, escalate issues with proposed solutions

Positively contribute to achieving overall campaign KPIs

Promote behaviours in line with CC33 People Promises

Promote adherence to company policy, addressing and documenting any non-conformance and escalating where appropriate

Participate in audits to ensure compliance to business practices and policies is maintained

Attend client and internal quality calibration sessions and achieve low variance

Attend campaign briefings and deliver quality updates

Attend new starter training to provide an overview of quality and highlight why it is important to the business

Support with complaints analysis

Accurate completion of all necessary administration

What we look for

High attention to detail

Excellent written and verbal skills including spelling and grammar

Able to work under pressure as targets will be in place

Enthusiastic and committed

Can prioritise workload effectively to maintain a high accuracy and productivity

Flexible in approach to working hours and location

Job Types: Full-time, Fixed term contract
Contract length: 4 months

Pay: Up to 25,396.80 per year

Work Location: In person

Reference ID: QC1107
Expected start date: 04/08/2025