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Quality Assurance Coach Full Time

at Capita Health Partners in London (Published at 15-05-2019)

West Yorkshire
£20,300 - £22,000 a year

Quality Assurance Coach

Leeds ? Arlington Business Centre

£20,300 - £22,000 depending on experience + benefits

Becoming a Quality Assurance Coach with Capita Customer Management:

We have an exciting new role for a Quality Assurance Coach to work on our Samsung team in Leeds. The Quality Assurance Coach will ensure Quality Audits are accurately performed on front office (voice) and back office (correspondence) teams and provide detailed feedback to support advisors in the delivery of great customer experience.

The successful candidate will be able to demonstrate an in depth understanding of the CM Quality standards and will be instrumental in supporting the function to deliver overall business improvement outcomes. Working Hours will be flexible covering the hours between 8am-8pm and include some weekend working.

What you will do:

  • Complete targeted and effective quality coaching sessions with advisors to support with performance improvements at both individual and unit level.

  • Provide a robust first line of defence in protecting our customers, Capita and our clients in line with the company, client and governing body regulations.

  • Maintain a strong understanding of all regulations relevant to the operational area, including areas such as FCA, DPA, Vulnerability, Complaints etc.

  • Conduct audits on calls, emails and letters against the agreed scorecards, client and industry requirements.

  • Identify non-compliance to standards, making recommendations to the QAM, where appropriate, to ensure that quality targets are achieved, maintained and consistently applied in line with the Client & Capita requirements.

  • Attend regular calibrations session to ensure consistency in monitoring (internal and external).

  • Record quality and performance result on VOPS/AIDA.

  • Update all relevant systems, forms and trackers to a high standard.

  • Generate ideas of quality awareness / standards for advisors to develop understanding of quality approach, including benefits to the Client, Capita and our customers.

  • Attend new product training sessions.

  • Take regular calls within the account - scheduled periods of call taking across a maximum of 2 days per month, to ensure we have good understanding of the client area call types and refresh knowledge.

  • Ensure that all quality breaches are reported to the QAM with urgency including an accurate overview of the failure points identified.

  • Identify, recommend and facilitate the implementation of process improvement initiatives to improve efficiency within the team and the quality operating model.

  • Be task oriented; carry out activities clearly defined within a job/role description to a high standard on a consistent basis.

  • Responsible for their individual performance targets and contribution to team performance targets, ensuring they are doing the right thing at the right time for the customer.

  • Identify skill gaps and schedule appropriate trainings to resources for performance improvements.

  • Work with the QAM to determine training requirements based on the findings of call audits and coaching sessions.

  • Develop best practices to improve training quality.

  • Develop and maintain FAQs for employees.

Your experience will include:

  • Experience in a call centre environment

  • Previous experience OR knowledge of quality management systems/Client quality standards

  • Ability to effectively influence individuals or groups when required

  • Strong evidence of the ability to learn, coach and develop others

  • Strong verbal, written and presentation skills (Basic use of Excel and PowerPoint An advantage)

  • A great team player

  • You?ll be able to evidence strong planning and organising skills

  • Able to deliver within timescales to high quality standards

  • Creative and innovative who is quick to learn and receptive to feedback

  • Experience of working in a fast paced environment

  • Able to work on initiatives alone, and as part of a virtual team

Capita Customer Management:

At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill.

Customer Management are part of Capita Plc, the UK?s leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers needs, we?ve helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What?s in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration ? with colleagues, customers and clients ? is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day?s holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

What we hope you will do next:

Help us find out more about you by completing our short application process ? click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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