Contact Centre Quality Assurance / Quality Coach / Team Support / Customer Service Coaching
Hackajob
Quality Assurance, Customer Service
United Kingdom
Posted on May 5, 2026
hackajob is collaborating with Atos to connect them with exceptional professionals for this role.
Responsibilities
Responsibilities
- Conduct regular quality assessments on inbound calls using agreed scorecards, ensuring objective, evidence-based scoring and accurate documentation in EvaluAgent.
- Provide timely, constructive face-to-face feedback, clearly explaining strengths, development areas, and quality standards.
- Deliver 1:1 coaching and performance support focused on call handling, customer experience, process accuracy, and compliance.
- Identify recurring quality themes, root causes, and coaching opportunities, and share insights with stakeholders.
- Lead team briefings to communicate updates, reinforce best practice, and celebrate improvements.
- Act as a mentor, supporting agent wellbeing, capability development, and onboarding of new starters.
- Collaborate with Team Leaders, Trainers, QA, and Operations to drive continuous improvement and reduce quality variance.
- Proven experience in coaching, mentoring, quality assurance, or team support roles
- Strong working knowledge of the CCS call handling processes, customer journeys, and service standards
- Familiarity with compliance and data protection principles