Quality Coach 

Start Date: As soon as possible

Employment Type: Full-time

Purpose of the Position:

The Quality Coach is responsible for monitoring and improving the quality of customer interactions. This role combines an analytical perspective with a coaching approach. The Quality Coach evaluates conversations and chats based on established quality criteria and actively guides agents in their professional development. This position contributes to consistent, customer-oriented service and the achievement of organizational objectives.

Core Tasks and Responsibilities:

1. Quality Monitoring of Calls:
   • Listen to and assess recorded and/or live conversations via telephone and chat using an internal quality framework.
   • Evaluate communication skills, compliance procedures, customer focus, and interaction accuracy.
   • Identify recurring errors, improvement patterns, and best practices within the team.
   • Ensure compliance with guidelines and internal codes of conduct, such as fraud awareness and data protection.
   • Perform calibrated evaluations in collaboration with team leads and other talent developers to ensure consistency.
2. Coaching & Feedback to Agents:
   • Provide constructive, targeted feedback to agents based on monitored interactions, both individually and in groups.
   • Conduct regular one-on-one coaching sessions to reinforce strengths and address areas for improvement.
   • Develop personal development plans for agents needing extra guidance, in collaboration with talent development and team leads.
   • Organize targeted training courses or short refresh sessions.
   • Serve as a point of contact for agents and team leads with questions about call handling, procedures, or quality expectations.
   • Guide new hires through onboarding with side-by-side sessions and listening to recorded conversations.
3. Reporting & KPI Follow-up:
   • Monitor and report quality results, trends, and recommendations to management.
   • Prepare periodic quality and coaching reports for team leads and management.
   • Identify structural quality problems and formulate concrete recommendations for adjustments.

Profile:

Education and Experience:

• Bachelor’s or Master’s degree.
• At least 5 years of experience in a contact center environment as a coach or trainer.
• Familiarity with quality frameworks, best practices in customer experience, and KPI monitoring.
• Fluent communicator in your native language (Dutch or French), with a good knowledge of the second national language.

Competencies:

• Strong personal and behavioral skills.
• Knowledge of customer service and contact center processes.
• Experience with coaching, feedback techniques, and analysis of customer interactions.
• Analytical skills and experience with quality measurements.
• Good reporting and presentation skills.
• Ability to turn data into concrete actions.
• Strong coaching and communication skills.
• Analytical thinking, customer and quality-oriented attitude.
• Proactive, result-oriented, with discretion and integrity.
• Organizational talent and planning skills.
• Empathy and motivational ability.

Internal Relations and Cooperation:

Contacts:

• Collaboration with contact center agents for direct coaching, feedback, evaluation, and guidance.
• Coordination with team coordinators/team leads on reporting, quality actions, and personal development processes.
• Interaction with management for quality reports and recommendations.
• Coordination with talent development on training needs and personal development paths.