Call Quality Coach 

Acacium Group

Hybrid working from our Bristol or Leeds office

Permanent, Full time Monday- Friday 9am- 5.30pm

£27,000-£29,000 per annum (Depending on experience) plus benefits package!

Unlock your potential

Are you passionate about delivering exceptional customer experiences and driving continuous improvement? We’re looking for a Call Quality Coach (CQC) to champion service excellence and help shape a high-performing, feedback-driven culture.

As a Call Quality Coach, you’ll play a vital role in evaluating customer interactions to ensure they meet our high standards, comply with regulations, and reflect our commitment to excellence. Your insights will directly influence performance improvements and elevate the overall customer journey.

Everyday you will..

• Collaborate with peers, leadership, and stakeholders to uphold best practices.

• Identify, analyses & examine calls in order to spot opportunities for continuous improvement
• Deliver 1:1 call feedback sessions either virtually or f2f with a range of call handlers across different departments
• Provide clear, detailed verbal and written feedback aligned with quality standards.
• Take ownership of the coaching pipeline, including scheduling and related admin tasks.
• Have proactive ownership of coaching pipeline executing actions relating to scheduling and application of admin related to the sessions.

What's in it for you?

• Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful in your career
• Unrivalled career opportunities that come from being part of a global group made up of over 20 healthcare, staffing and life sciences businesses
• Opportunities to enhance your experience and skillset by moving across the global organisation
• Workplace pension scheme
• Remote working
• Gym flex
• Reward portal, offering discounts on shops, restaurants, bars and cinemas
• Free flu vaccinations
• Cycle to Work scheme
• Health assessments and dental insurance
• Life assurance, critical illness cover and private medical insurance

Join us and make a difference!

If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part of shaping the future of society and improving people’s lives!

To thrive in this role, you must have...

• Strong understanding of coaching methodologies and performance feedback.
• Experience in quality assurance process, including monitoring calls, providing feedback and implementing improvement strategies.
• Experience helping others grow and develop. Being actively involved and supportive, fostering potential within others
• Applied knowledge in learning & development areas.

Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.

#INDREC2022