What you will do 

As a Quality Assurance Analyst/Coach, you’ll play a vital role in enhancing customer experiences by developing and implementing quality processes. You’ll evaluate interactions, provide constructive feedback, and collaborate with stakeholders to drive meaningful change. From identifying risks to delivering impactful training sessions, your contributions will strengthen team performance and ensure customer satisfaction remains at the heart of everything we do.

What we offer

• Competitive salary

• Paid holidays and sick pay

• Hybrid working option

• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Career development through various career ladders

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

• Training on our company values

How you will do it 

• Use QA software (e.g., NICE) to complete reviews and monitor performance trends.

• Facilitate collaboration sessions with stakeholders to drive alignment and mutual understanding.

• Deliver feedback in person or remotely, using coaching techniques to embed knowledge.

• Perform trend analysis and create action plans at individual, team, and department levels.

• Develop training materials with L&D to address quality gaps and foster improvement.

• Utilize metrics, dashboards, and storytelling to communicate insights and results effectively.

What we look for 

Required 

• Proven experience in a quality assurance role, ideally in a contact center.

• Strong analytical skills with the ability to interpret data and identify trends.

• Excellent communication and coaching skills, with the ability to build relationships.

• Proficiency with QA software and an understanding of quality frameworks.

Preferred

• Familiarity with regulatory requirements and risk management processes.

• Experience working in a fast-paced, large-scale customer service environment.

• Advanced skills in stakeholder engagement and collaboration.

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