Job description

The aim of the Quality Coach is to improve the Quality of Service and Customer Experience offered to customers through monitoring contacts (or work items), analyse data and identify quality trends and themes, determine root cause and drive improvement with the creation and delivery of solutions.

A Quality Coach will also design & deliver solutions and interventions to tackle identified quality themes (may include briefing /communications / coaching) & provide group/individual coaching where and if needed.

 

What you'll be doing

Monitor and assess the quality contacts Monitors and assesses the quality of contacts and back-office work items using the standards and tools provided by the business Monitors the compliance to standard operating process and procedures, providing recommendations for improvements Reviews and keeps templates / records up to date to ensure they meet the needs of the customer conversation, and William Hill Online tone of voice Participates in calibration sessions to ensure consistency of customer experience and application of compliance and process across the entire estate

 

Report quality results and trends Reports result and provides feedback to Team Manager on the team’s quality scores to enable them to provide appropriate ongoing coaching and performance management of their team Communicates quality results, trends and areas for improvement to the quality and operational leadership team on a regular and timely basis (weekly/monthly) Analyses data on the quality results for teams, functions, departments, reasons for contact to identify trends and themes Investigates root cause and identify areas for improvement based on report analysis

 

Design & deliver solutions for quality improvement Designs / documents / organises & delivers solution and interventions to tackle identified quality themes (may include briefing /communications / group coaching) Maintains structured logs of actions, owners, timelines for resolution of issues – inputting into overall Quality Plan Provides immediate feedback to the Team Manager for action where urgent intervention is required due to compliance or other critical quality issues

 

Process improvement Documents constructive feedback regarding the quality assessments Delivers Quality and Customer Experience by example through keeping up to date with changes in product, process and procedure and being an expert in both process and tone of voice Participates in process improvement activities using your knowledge of what works well with the customer and process knowledge

 

 

What we're looking for

Proven experience in an outbound sales and service environment, with a track record of meeting or exceeding targets. Experience in a team leader or supervisory role, with a strong understanding of people management principles. Excellent communication and interpersonal skills, with the ability to motivate and inspire others. Strong organisational skills and the ability to balance multiple priorities. Knowledge of compliance and risk management in a sales and service environment. Data-driven with experience in reporting and performance analysis.

 

What we offer:

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

Financial: Competitive salary and bonus schemes. Hybrid working: Our employees can work from home up to 60% of the time with 40% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday. Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education.

 

More about evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business. There couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

 

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

 

Apply today to kickstart your application with the evoke Family!