constantly on the hunt for the best candidates
Trainer - Quality Assurance (Contact Centre)
North London
About the Role
Trainer
Quality Assurance Coaching (Contact Centre)
North London / Essex
Circa £30,000 DOE
We are currently supporting a key client of ours with the recruitment of a new Trainer into their Customer Services function in their Essex offices on the North London border.
The role of a Trainer will involve ongoing quality assurance and development training to contact centre employees, providing support and coaching to assist with their development. If you’re passionate about teaching and helping individuals to reach their potential, then we would love to hear from you!
Job Purpose:
- Deliver individual training to both new and existing employees with the purpose of ensuring excellent performance
- Be responsible for the delivery and reporting of company policy
- Call listening to ensure quality and identify areas of improvement
- Identify coaching needs within the business and design training aimed at addressing these needs
- Evaluate the training delivered, and both report on and analyze the data to ensure a high level of company performance
- Take part in specific projects aligned to operational requirements
- Manage trainees in line with company policies and procedures
Experience & skills:
- Minimum of 12 months o previous experience within a training or coaching role
- Call centre training experience preferred
- Experience in training/coaching customer service and support roles
- Able to write and develop training courses using Microsoft Office and other supporting applications
- Knowledge of MS Excel for reporting and analytics
