Quality Monitor/Trainer (English + 1 other European Language)
Role summary
As QM/Trainer you will support the Training & Quality Team to help driving customer quality through regular monitoring and analysis on calls, emails and chat transactions.
You will be the eyes and ears of quality by highlighting and training gaps in performance, delivering new starts' induction training and supporting development in skillset within the operations team at agent level. This is a fast paced role in an ever-changing environment.
You will report into the Team Managers
Monday to Friday
40 hrs per week, between 8am and 6pm
Role Responsibilities
Analyse quality trends & highlight gaps.
Deliver new start Induction programme.
Deliver quality reporting on a weekly and monthly basis.
Support quality and training project management.
Develop and Deliver Training
Monitor & evaluate call, email & chat transactions ensuring quality is adhered to.
Support and manage Ad Hoc Admin support as requested by the Team Manager.
Manage and maintain the monitoring rota
Prepare the weekly monitoring reports
Skills & Experience
Fluent in English and at least one other European language required.
Ability to work under-pressure.
Strong analytical skills within data analysis.
Passion to coach and develop others.
Previous Training Experience would be desirable.
Intermediate Excel required.
Quality Monitoring Experience
Excellence in your current role