Quality Coach - QC001

Contact Centre
Thame
Quality Coach

CPM Contact Centre - Thame

Hours of work between:
Monday – Friday – 8am – 6pm (on a rota basis)

Salary: £25,000

A fantastic opportunity has arisen for a new Quality Coach to join our business based here in Thame!

As our new Quality Coach on an exciting new campaign for CPM you will be the quality expert for the team and will be responsible for identifying areas of concern and driving measurable improvements against predefined qualitative areas and targets. You will also be required to compile trend analysis to identify training needs and work alongside our training team to schedule in the required training. You will support the Team Leaders with the coaching and development of the team and ensure that they work in conjunction with CPM’s and our client’s quality frameworks and systems. You will be required to conduct and attend call levelling sessions to ensure a consistent approach within the team and Contact Centre in general.

You will implement performance management programmes where staff fall below required levels in any job-related areas to ensure optimum team and individual performance. You will also produce agreed reports to evidence quality levels for team and individuals.


You would enjoy this role if:

•Experience in a contact centre environment within a Quality role - Desirable
•Be able to demonstrate a proven track record in delivering exceptional customer service
•Experience of people development, mentoring, coaching - Essential
•Record and instigate training when required
•Be computer literate with a basic knowledge of ‘office’ applications
•Be passionate about developing people to achieve the best results
•Experience of working in a customer focused environment
•Have a proactive approach to problem solving
•Have a professional outlook, self-confident with a ‘can do’ attitude


We offer:

•Salary: £25,000
•37.5 hours per week permanent contracts
•Shifts Monday to Saturday (5 days per week) – 8am – 6pm (on a rota basis)
•Free parking onsite
•26 days holiday + BH (Increasing a day a year capped at 31)
•Sports and Social club
•On site restaurant
•Option to buy and sell holiday after qualifying period
•Discounts for selected local gyms and pubs

So if you think you have what it takes to be our next inspirational Quality Coach then please apply today!