Quality Assurance Analyst

Connex; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading AI communications company in Manchester is seeking a Quality Coach to enhance agent performance and drive service quality. The role involves monitoring performance metrics, providing constructive feedback, and creating opportunities for process improvement. Ideal candidates will have experience in call center environments and strong analytical skills. Competitive compensation and a full-time contract are offered.

Qualifications

• At least 6 months of coaching experience in a call center.
• Strong customer service and communication skills.
• Proficient in analysing data and generating reports.

Responsibilities

• Monitor agent performance and provide actionable feedback.
• Identify areas for improvement and drive quality performance.
• Support process optimisation to enhance customer experiences.

Skills

Coaching in call center

Customer service

Data analysis

Continuous improvement techniques

Job description

Quality Coach

ConnexAI is expanding the Quality team. As a Quality Coach, you will monitor agents, review performance and quality metrics, and provide constructive feedback to both agents and managers. You will identify areas for improvement, support process optimisation, and ensure that service standards consistently meet or exceed expectations. Your role will help drive better customer experiences while supporting the team's development and performance.

Core Responsibilities

• Advocate for outstanding customer experience and ensure service standards exceed expectations.
• Monitor agent performance in a fast-paced service environment and provide constructive, actionable feedback.
• Identify improvement opportunities, drive quality performance, and support process optimisation.
• Embed a customer-first culture, collaborating with stakeholders to foster continuous improvement.
• Build strong relationships within the team, promoting trust, open communication, and team success.
• Help create a positive, engaged, and professional team environment while achieving agreed targets.
• Proactively identify recurring issues and fix root causes to improve overall service quality.

Key Requirements

• At least 6 months of experience coaching teams in an inbound and outbound call centre setting, demonstrating the ability to enhance performance quality and support ongoing process improvement.
• Experience in inbound/outbound call centre environments with strong customer service skills.
• Proficient in computer systems with the ability to analyse data and produce trend/recommendation reports.
• Knowledge of continuous improvement techniques and quality assurance tools.
• Enthusiastic and growth-oriented, with the potential to develop within the company.

About ConnexAI

ConnexAI is an award-winning Conversational AI platform. Designed by an elite engineering team, ConnexAI’s technology enables organisations to maximise profitability, increase revenue, and take productivity to new levels.

ConnexAI provides cutting‑edge, enterprise‑grade AI applications, including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.

Seniority Level

• Associate

Employment Type

• Full-time

Job Function

• Customer Service and Quality Assurance

Industries

• Telephone Call Centers and Telecommunications