Quality and Mentoring Executive

Do you have experience in a contact centre environment?

Do you have experience of people development, mentoring or coaching?

If so, we are looking for you!

We are currently recruiting for a permanent, full time Monday to Friday, Quality and Mentoring Executive role for our lovely client located in Thame!

Job Role:

• You will be the quality expert for the communications team and will be responsible for identifying areas of concern and driving measurable improvements against predefined qualitative areas and targets.
• You will be required to support the Team Leader with the coaching and development of the team members and will ensure that they work in conjunction with the business and Client quality approved frameworks and systems.
• You will oversee the quality for the team on phone, emails and live chat through the monitoring of each channel post and live scenarios. You will also be required to conduct and attend call levelling sessions to ensure a consistent approach within the team and the Contact Centre in general.

Please note – when client needs dictate there may be a requirement to work additional hours (evenings & weekends)

Required skills & experience:

• Experience in a contact centre environment within a Quality role
• Be able to demonstrate a proven track record in delivering exceptional customer service
• Experience of people development, mentoring, coaching is essential
• Record and instigate training when required
• Be computer literate with a basic knowledge of ‘office’ applications
• Be passionate about developing people to achieve the best results
• Experience of working in a customer focussed environment
• Have a proactive approach to problem solving
• Have a professional outlook, self-confident with a ‘can do’ attitude

Company Benefits:

• Free parking on site
• Sports and Social club
• Onsite restaurant
• Other flexible benefits after successful probation
• 22 days holiday + BH (Increasing a day a year capped at 31)

Salary:

• £20,000 – £22,000 dependant on experience