Busy Call Centre - Junior Training & Quality Co-Ordinator

  • Location
    Leicester, Leicestershire
  • Salary
  • Category
    Construction & Property - Property Management, Facilities Management
  • Job type
  • Industry
    Construction and Property
  • External Reference

We are currently looking for a training & quality co-coordinator to work within our busy team within a head office call centre environment (this will be a junior role but will need at least 1 years existing experience in a similar environment)

Key purpose:

To ensure all agents deliver and communicate accurate information and follow agreed processes for our clients. To support the continuous improvement of quality in the department through monitoring calls, and taking part in all required training interventions. To support all managers in achieving all related business goals and objectives.

Key Accountabilities:

� Works with the all managers to determine/deliver the quality/training standards required by each client.

� Provides feedback to all managers of all calls monitored. Contributes to a monthly feedback session with managers. Providing quality ratings; identifying training needs; developing coaching programs; conducting training as requested.

� Delivers all quality/training initiatives for all new client mobilisations as directed by the department manager.

� Maintains professional and technical knowledge of the clients systems and all client facing systems. Participating in all training given.

� Contributes to the team effort of achieving all the clients SLA's when required.

� When required will take client calls and floor walk the service centre.

� Will work with all managers when delivering training to new and existing agents.

� Document all internal audits required and other quality assurance activities

� Investigate customer complaints and non-conformance issues and report back with root cause analysis for the business.

� Collect and compile statistical quality/training data when required.

� Analyse quality and training data to identify areas for improvement for clients.

� Develop, recommend and monitor corrective and preventive actions

� Prepare reports to communicate outcomes of quality/training activities

� Identify training needs to senior management and deliver and organise training interventions to meet quality standards if required.

� Monitor ongoing compliance with quality and industry regulatory requirements

Competencies, Core qualities and attributes:

� Attention to detail

� Communication skills - verbal and written

� Data collection, management and analysis

� Problem analysis and problem solving

� Planning and organising

� Decision-making

� Customer service orientation

� Teamwork

Please contact Mathew Maddison at Adecco on 0116 253 0516

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Mathew Maddison