Job Description

Universal Quality Assurance Coach
At Percepta, we bring first-class service across each market we support. As a Universal Quality Assurance Coach in you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture
Employment Details:
Contract Type: Full time, Permanant
Working Hours: working Monday to Friday from 8.30am to 5.00pm on a hybrid basis of 2 days office/3days home.
Salary: 34,964 plus annual performance bonus and benefits
What You'll Be Doing
The Universal Quality Assurance Coach drives CX excellence across the Norwegian Team. You'll analyse performance metrics and carry out QA audits and coach these back to the agents, develop and deliver coaching, and proactively enhance both customer experience and operational quality. You will work closely with CX Operations, Quality Assurance, L&D, and Instructional Design to foster a culture of continuous improvement, data driven coaching, and compliance with client and internal standards. Fluent spoken and written Norwegian is required.
During a Typical Day, You'll
Analyse CX and QA KPIs (e.g., NPS, CSAT, AHT, QA scores) to design individual and group coaching plans and drive call handling improvement.
Monitor live and recorded interactions to ensure compliance with client and internal standards, lead audit calibration sessions.
Partner with Operational Management, Client Partners, L&D, QA, and Instructional Design to identify training needs, facilitate workshops, and update coaching materials.
Conduct 1:1 coaching sessions and group workshops to sharpen customer service skills, adherence to processes, and quality standards.
Participate in QA calibration, feedback sessions, and performance evaluations to maintain alignment across teams.
Measure coaching effectiveness via KPIs and produce regular reports for Operations and QA leadership.
Facilitate process improvement initiatives, special assignments, and Subject Matter Expert duties as required.
What You Bring to the Role
Proven background in learning & development delivery, particularly in CX or QA coaching.
Experience in customer service or contact centre environments.
Prior involvement in quality assurance, performance auditing, or process compliance.
Skilled in interactive learning design and engagement techniques.
Undergraduate degree in Business, Quality Management, Education, or related fields.
Recognized training qualifications (e.g., CTP) strongly preferred, coaching certifications advantageous.
What You Can Expect
Salary: [Insert details or "Competitive salary based on experience"]
25 days' annual leave (increasing by 1 day each year up to 30 days) plus bank holidays
Onsite, fully paid training with all equipment provided
Company pension scheme
Life assurance (4x annual salary)
Private medical insurance and discounted dental cover
Travel insurance (for you and your family)
Employee Assistance Programme (EAP)
Vehicle discounts and cycle-to-work scheme
Free onsite parking
A Bit More About Your Role
Blended Role: Combines coaching driven CX excellence with rigorous QA oversight.
Strategic Collaboration: Works across CX, Operations, QA, and L&D to align training and quality goals.
Data Driven Approach: Leverages metrics and QA audits to guide coaching and improvements.
Culture Champion: Instils continuous improvement, compliance, and customer focus within teams.
Language Requirement: Fluency in Norwegian is essential for effective communication across the hubs.
Hybrid based in Daventry or Dunton
Frequent use of computer, sitting, standing; requires close visual focus and data entry.
Flexibility for occasional evening/weekend support and travel between hubs.
Open to relocation if needed.
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered on multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility - We listen first, lead with empathy, and stay grounded--so people and ideas have room to grow.
• Service beyond self - We serve others--clients, customers, and teammates--with care and integrity in every interaction.
• Leave it better - We take ownership and leave every process, person, and place better than we found it.
• Win together - We succeed as one--celebrating, supporting, and showing up for each other.
• Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out.

Right to Work
Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.
Equal Opportunities Statement
Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.
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Skills Required