Quality Analyst

Performance Improvement Coach – Quality Assurance

PURPOSE OF THE JOB:

The successful candidate will work with the Call Centre Managers, Team Leaders & Support Functions as a PIC in Quality, along with working in other areas within the support team as & when required. These areas include, but are not limited to, Supervising, being a Knowledge Expert, Cross Training, Escalations, supporting NET training. They will be responsible for the monitoring of, and providing feedback and coaching on, various transaction types.

Roles & Responsibilities:

• Conduct thorough quality assurance evaluations
• Evaluate the quality of the Customer Service Representatives on various LOBs, including, but not limited to, voice, emails, chat & OP
• Review, assess and identify coaching and training needs.
• Deliver coaching and feedback to Customer Service Representatives highlighting strengths and areas for improvement to ensure quality, adherence and excellent customer service
• Use quality monitoring data management system to compile and track performance at centre, team and individual level, including trend analysis
• Develop quality improvement plans in collaboration with Team Leaders, Training & Managers
• Prepares internal and external quality reports for management staff review
• Conduct refreshers when required
• Be an active member of calibration process both internal & external
• Training new entrants in the quality aspect of their role(s)
• Elements of Supervision are required within the role
• This list is not exhaustive, and the role will require other tasks and responsibilities to be undertaken when required

The Person:

• First and foremost, our Performance Improvements Coaches (Quality Assessors) are ambassadors for the HCL brand and role models for their colleagues
• Excellent communication skills, verbally and written
• Strong attention to detail and analytical thinking
• Ability to influence and persuade other people without direct authority
• Strong teamwork and collaborative attitude
• Initiative-taking and must excel in a minimally managed, high-profile position
• Adaptability, Flexibility, Confidence, and a Willingness to take ownership

Essential Criteria:

• Minimum 2 years’ customer service centre experience
• Minimum 1 year customer service centre experience within a Quality Assurance / Performance Improvement Coach Role
• Strong computer literacy including Microsoft Office Suite

Desirable Criteria:

(used in the event of high-volume applications)

• 2+ years’ contact centre experience within a Quality Assurance / Performance Improvement Coach Role
• A Level or above (Or equivalent)

Hours of Work:

• 40 hours per week
• Core hours are Monday – Friday 8am-8pm & Saturday 8am-12noon, fully flexible to meet the demands of the role as operational hours may change due to business/client requirements
• Permanent contract

Selection Process:

Successful candidates must be able to complete and clear the below before an offer of

employment can be made:

• Telephonic Screening
• Face to face interview and assessment
• Background screening checks to include: Access NI, Credit Check & Reference/Employment verification checks