Quality & Development Lead

As the Quality & Development Lead for Guest Support, you will be responsible for creating the blueprints of all quality and training processes, criteria and ensure we are maintaining high standards across the Guest Support team.
You will be responsible for the creation and maintenance of the call quality criteria used to assess our agents/advisors.
Deliver and maintain the onboarding process and additional skills training.
Collaboratively work with the other teams across the Guest Support team to create robust and efficient process documents and user reference material for all activity undertaken within the department.
Work with the Service Delivery team to schedule time to provide feedback to agents/advisors directly or to their team managers.
Work with Quality & Development Manager to build upskilling plan using a skills matrix and insight from quality monitoring and feedback.

A creative and confident individual who is self-driven, organised and a good team player along with a sound understanding of a contact centre environment. You will have a real passion for designing and delivering engaging and exciting content to all learning styles to ensure our teams are well equipped to carry out their role to a world-class standard, therefore a good communicator is essential.
Excellent attention to detail and listening skills are a must as well as an analytical mind set as you will be gathering information and reporting accordingly so good knowledge of Microsoft Office is required.
The ability to use data and deliver constructive feedback to continuously improve the service being delivered, therefore able to work alongside all levels and personalities.
Reports to: Quality & Development Manager, A passion for quality and continuous improvement.
Facilitation experience.
Training experience.
Practical experience of a contact centre agent or trainer role.
A clear ability to inspire in a learning environment.
Strong ability to use Microsoft office.
Professional manner and excellent communication skills.

Type of role: Full-Time and Permanent
Locations: Chiswell Court, Dunstable
Salary: 33,075
Why you will love it here:

Company bonus up to 10%
Free car park
Canteen on site
Pensions scheme
Exclusive employee discount
Career progression opportunities

What you will do