Contact Centre Quality Assurance / Quality Coach / Team Support / Customer Service Coaching

Responsibilities:

·       Conduct regular quality assessments on inbound calls using agreed scorecards, ensuring objective, evidence-based scoring and accurate documentation in EvaluAgent.

·       Provide timely, constructive face-to-face feedback, clearly explaining strengths, development areas, and quality standards.

·       Deliver 1:1 coaching and performance support focused on call handling, customer experience, process accuracy, and compliance.

·       Identify recurring quality themes, root causes, and coaching opportunities, and share insights with stakeholders.

·       Lead team briefings to communicate updates, reinforce best practice, and celebrate improvements.

·       Act as a mentor, supporting agent wellbeing, capability development, and onboarding of new starters.

·       Collaborate with Team Leaders, Trainers, QA, and Operations to drive continuous improvement and reduce quality variance.

Skills we can’t do without:

• Proven experience in coaching, mentoring, quality assurance, or team support roles
• Strong working knowledge of the CCS call handling processes, customer journeys, and service standards
• Familiarity with compliance and data protection principles