Quality Coach — Elevate CX Through Team Coaching

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

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.