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hackajob is collaborating with Atos to connect them with exceptional professionals for this role. 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.
Skills We Can’t Do Without
- 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
