Quality Improvement Coach
| Dyddiad hysbysebu: | 10 Ebrill 2024 |
|---|---|
| Cyflog: | £32,603 i £34,862 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 24 Ebrill 2024 |
| Lleoliad: | Newcastle-upon-Tyne |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 348487/1 |
Crynodeb
Do you have a talent for coaching and developing people to achieve the best outcomes?
Can you communicate confidently and effectively to a varied audience?
If so, we’d love to hear from you!
As a Quality Improvement Coach, you will be responsible for the development, deployment and adherence of the Customer Service Centre (CSC) Quality Model, including production of the quality monitoring and measuring tools. You will monitor quality, process and customer experience compliance across all channels (emails, calls, chat and social media). Leading levelling/calibration sessions and providing quality coaching and mentoring to Customer Service Centre Team Leaders.
The successful candidate will ensure that quality and customer satisfaction data is used to identify potential training issues, individual and team areas for improvement and reference material updates. Contributing to embedding continuous improvement practices across the CSC network.
Using data gathered, provide feedback and suggestions to the CSC for service improvements. This will ensure we are improving the customer experience with a view to providing first contact resolution.
Responsibilities include, but are not limited to;
- Develop, build and deploy a Customer Service Centre Quality Model, which meets the requirements of the centre and network.
- Production & deployment of performance/quality monitoring & measuring tools, providing support and coaching to all managers.
- Conduct Quality Monitoring sessions with Team Leaders monthly to ensure consistency of approach and deployment of quality monitoring, including use of quality evaluation forms and scoring matrix.
- Conduct and lead levelling/calibration sessions for all managers to ensure a consistent quality improvement approach and drive best practice behaviours within the centres, across all channels.
For more information about the role and responsibilities please see the attached Candidate Pack.