What you will do As a Quality Assurance Analyst/Coach, you'll play a vital role in enhancing customer experiences by developing and implementing quality processes.
You'll evaluate interactions, provide constructive feedback, and collaborate with stakeholders to drive meaningful change.
From identifying risks to delivering impactful training sessions, your contributions will strengthen team performance and ensure customer satisfaction remains at the heart of everything we do.What we offerCompetitive salaryPaid holidays and sick payHybrid working optionComprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security productsExtensive product and on the job/cross training opportunities with outstanding resources availableEncouraging and collaborative team environmentCareer development through various career laddersDedication to safety through our Zero Harm policyAccess to business resource groupsTraining on our company valuesHow you will do it Use QA software (e.g., NICE) to complete reviews and monitor performance trends.Facilitate collaboration sessions with stakeholders to drive alignment and mutual understanding.Deliver feedback in person or remotely, using coaching techniques to embed knowledge.Perform trend analysis and create action plans at individual, team, and department levels.Develop training materials with L&D to address quality gaps and foster improvement.Utilize metrics, dashboards, and storytelling to communicate insights and results effectively.What we look for Required Proven experience in a quality assurance role, ideally in a contact center.Strong analytical skills with the ability to interpret data and identify trends.Excellent communication and coaching skills, with the ability to build relationships.Proficiency with QA software and an understanding of quality frameworks.PreferredFamiliarity with regulatory requirements and risk management processes.Experience working in a fast-paced, large-scale customer service environment.Advanced skills in stakeholder engagement and collaboration.#LI-MS2#LI-Hybrid