Quality Coach | Jobs at JDR Recruitment

_{07th April, 2025}

Job Title: Quality Coach – Contact Centre
Location: Sheffield, UK

Company Overview:
JDR is pleased to support our client, a leader in the debt recovery enforcement sector with over 40 years of experience, in their search for a Quality Coach. Our client employs a dedicated UK team of 500 professionals and is committed to fostering a culture where everyone has the opportunity to perform meaningful work and be recognised for their efforts.

Job Purpose:
The Quality Coach will monitor call performance and support team members in delivering accurate and compliant customer service. This role involves providing feedback, conducting training sessions, and contributing to the continuous improvement of call centre operations.

Key Responsibilities:

Call Monitoring:
- Listen to live and recorded calls.
- Assess agent performance against established benchmarks.
Feedback & Coaching:
- Conduct one-on-one sessions with agents.
- Offer clear, actionable feedback.
Performance Tracking:
- Monitor key performance indicators such as call duration, compliance, and customer satisfaction.
- Report trends to management.
Process Improvement:
- Assist in updating internal procedures.
- Recommend improvements based on data analysis.
Compliance Support:
- Ensure calls meet regulatory and company standards.
- Prepare for audits.
Team Support:
- Support training for new and current staff.
- Collaborate with team leaders to enhance performance.

Requirements:

Previous experience in a call centre or quality monitoring role.
Proficiency in IT and the ability to learn new systems quickly.
Strong analytical and communication skills.
Experience in coaching or training is preferred.
A background in regulated environments is advantageous.
Willingness to work flexible shifts between 08:00 and 18:00, Monday to Friday.

What Our Client Offers:

A permanent, full-time role with a competitive salary up to £24,500 per annum.
Training and career development programmes.
Hybrid working options based on performance.
Daily refreshments, fruit, and on-site parking.
Company pension scheme and life assurance.
Access to an Employee Assistance Programme.
Staff discount schemes.
Opportunities for professional growth and skill development.

Our client is committed to equal opportunities, valuing a respectful and supportive workplace where every team member contributes to the company's success.

JDRCC
JDR is acting as an Employment Agency in relation to this vacancy.
JDRCC

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