Universal Quality Assurance Coach

• Analyse CX and QA KPIs (e.g., NPS, CSAT, AHT, QA scores) to design individual and group coaching plans and drive call handling improvement
• Monitor live and recorded interactions to ensure compliance with client and internal standards, lead audit calibration sessions
• Partner with Operational Management, Client Partners, L&D, QA, and Instructional Design to identify training needs, facilitate workshops, and update coaching materials
• Conduct 1:1 coaching sessions and group workshops to sharpen customer service skills, adherence to processes, and quality standards
• Participate in QA calibration, feedback sessions, and performance evaluations to maintain alignment across teams
• Measure coaching effectiveness via KPIs and produce regular reports for Operations and QA leadership
• Facilitate process improvement initiatives, special assignments, and Subject Matter Expert duties as required
• Mentor and guide CX staff on communication, problem‑solving, empathy, data interpretation, and quality mindset

• Proven background in learning & development delivery, particularly in CX or QA coaching
• Experience in customer service or contact centre environments
• Prior involvement in quality assurance, performance auditing, or process compliance
• Skilled in interactive learning design and engagement techniques
• Undergraduate degree in Business, Quality Management, Education, or related field
• Recognised training qualification (e.g., CTP) strongly preferred
• coaching certifications advantageous
• Fluent verbal and written communication in English
• Strong coaching, facilitation, and mentoring abilities
• Analytical mindset with proficiency in interpreting performance and QA data

Plus other relevant EU language skills beneficial

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays
• Company pension
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical and Insurance and discounted dental scheme
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)
• Cycle to work scheme
• Free On-site parking