Alma Personnel are pleased to announce working with their Sheffield based client to recruit for a Quality Coordinator to be based on site.

Your key role will be monitoring and improving call handling quality v capability throughout the centre.

Tasks:-

* Monitoring call quality and providing coaching to call centre team members whilst improving performance

* Conduct one to one feedback sessions, effectively delivering opportunities for improvement and areas of strength in team members

* Assisting in managing individual and team KPIs - ensuring a focus on quality and call times

* Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients

* Assisting in online testing with agents - monitoring performance standards

* Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement

* Help train new and existing team members to build and grow individual capability

* Assisting with ISO internal/external audits

Skills :-

* Must have a regulatory background

* Good IT skills - able to adapt and use new systems.

* Problem-solving skills, able to look for solutions without having to ask

* Previous coaching and training experience within a telephony environment

* An analytical mindset - able to understand complex issues and identify issues/opportunities

* Clear communication capabilities - both written and verbal and confident

* Previous practical experience in coaching and training telephony teams

* An ability to work shifts between 8 am and 6 pm, Monday to Friday

Full training and further career progression is available to the right person, as well as attractive salary and pension scheme and Life Assurance Plan.

DBS/CCJ checks will be required to the successful person