Call quality coach - #1726506

Call Quality Coach

Xyla (part of Acacium Group)

Remote with occasional travel to our Bristol or Leeds office

Permanent, Full time Monday- Friday 9am- 5.30pm

£27,000-£29,000 per annum (Depending on experience) plus benefits package!

Unlock your potential

Are you passionate about delivering exceptional customer experiences and driving continuous improvement? We’re looking for a Call Quality Coach (CQC) to champion service excellence and help shape a high-performing, feedback-driven culture.

As a Call Quality Coach, you’ll play a vital role in evaluating customer interactions to ensure they meet our high standards, comply with regulations, and reflect our commitment to excellence. Your insights will directly influence performance improvements and elevate the overall customer journey

.Xyla, part of Acacium Group, is an integrated healthcare solution that improves people’s lives and alleviates the demands of the UK healthcare system. Our services help people avoid hospital or accelerate them safely through it, with specialist support in their community or homes whenever needed. Working with over 80 NHS trusts, our clinical care team delivers a range of clinical services in hospitals, the community or virtually. Our services include diagnostic, acute and virtual services – all of which are designed and delivered by senior NHS consultants and operational staff who ensure that national clinical guidelines and operational best practice guidance are met

.Everyday you will.

• .Collaborate with peers, leadership, and stakeholders to uphold best practices
• .Identify, analyses & examine calls in order to spot opportunities for continuous improvemen
• tDeliver 1:1 call feedback sessions either virtually or f2f with a range of call handlers across different department
• sProvide clear, detailed verbal and written feedback aligned with quality standards
• .Take ownership of the coaching pipeline, including scheduling and related admin tasks
• .Have proactive ownership of coaching pipeline executing actions relating to scheduling and application of admin related to the sessions

.What's in it for you

• ?Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful in your caree
• rUnrivalled career opportunities that come from being part of a global group made up of over 20 healthcare, staffing and life sciences businesse
• sOpportunities to enhance your experience and skillset by moving across the global organisatio
• nWorkplace pension schem
• eRemote workin
• gGym fle
• xReward portal, offering discounts on shops, restaurants, bars and cinema
• sFree flu vaccination
• sCycle to Work schem
• eHealth assessments and dental insuranc
• eLife assurance, critical illness cover and private medical insuranc

eJoin us and make a difference

!If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner

.We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence

.Join us and play a key part of shaping the future of society and improving people’s lives

!To thrive in this role, you must have..

• .Strong understanding of coaching methodologies and performance feedback
• .Experience in quality assurance process, including monitoring calls, providing feedback and implementing improvement strategies
• .Experience helping others grow and develop. Being actively involved and supportive, fostering potential within other
• sApplied knowledge in learning & development areas

.Our Inclusion Commitment

:We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities

.#INDREC202