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Working for one of the most recognisable UK businesses the successful applicant into this Contact Centre Quality and Training Officer role will have the following responsibilities:

• Working to constantly improve the quantitative and qualitative performance output of the team.
• Provide in house training for all employees on both operational and systems voice and non-voice.
• Ensure all front office agents and quality staff are successfully accredited.
• Ensures that the centres match compliance requirements
• Ensure that performance is consistently monitored and areas requiring improvement in voice and non-voice have action plans against them.
• Ownership of training and process material with document control.
• The writing and delivery of training plans for voice and non-voice teams.
• Provision of qualitative information to contact centre managers for monthly reports.
• Liaison with team leaders over individuals requiring additional one to one performance coaching.
• Retraining of agents.
• Liaison with resource planner over scheduling of training.
• Project management of the introduction and application of performance management to measurement, feedback, and recognition systems within the contact centre.
• Support to team leaders, co-ordinators, monitoring productivity as required.
• Submitting budgetary proposals for any ad hoc external training programmes.
• Running inductions programmes for new staff.

The successful applicant will possess the following skills, experience and abilities:

• Extensive Contact Centre Training and Quality Management experience
• Excellent communication skills
• Experience in facilitating 1:1 and group training courses
• Experience in writing training programmes
• Excellent interpersonal skills
• In-depth knowledge of quality and performance management
• Best practice Training & Development tools and techniques

This is a superb role within a progressive organisation.

Package:
27.5K + bens