Quality Assurance Coach

Job Title: Quality Assurance Coach
Reports to: Customer Service Operations Manager
Salary: £20,000
Hours of work: 8.30 to 5.30 Monday to Friday   

Objectives

Working as part of the QA and Service Improvement department to help and support our Service Desks deliver effective Customer Satisfaction and Quality Service.

·       Drive improved customer experience through Quality Management

·       Support and coach the Service Desks to improve performance

·       Support in driving a continuous improvement culture

·       Provision of accurate and timely QA monitoring and reporting for Service Desks

·       Work closely with the management team to review and recommend improvements on all Customer Service processes and documents using the agreed documented quality procedures.

·       Contribute to the development of the QA monitoring and reporting model through regular review and feedback of findings and observations

·       Support the resolution of non-conformances and breaches within the teams by reporting and feeding back to the management team

·       Participation in peer reviews of colleagues to ensure consistency of QA and identify any anomalies and provide coaching to the team

·       Analysis of data to identify improvements and to personal support plans

·       Working with the Service Desks and proactively taking feedback on improvements and areas for concern

·       Analytical skills

·       Presentation skills, both written and verbal

·       Ability to drive improvements to resolution and identify ownership of issues

·       Can do attitude with a flexible approach to work

·       Customer Service Centre experience essential

·       Good coaching and development skills

·       Experience of working to, and consistently meeting, Service Level Agreements and targets

·       Proven planning and time-management skills

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products