Quality & Development Lead | WhitBread

Job Description

Join our Quality and Development team on a permanent basis to train our newest starters within the contact centre.

Role: Quality and Development Lead

If you have a passion for talent development including designing, developing and delivering engaging content then this is the perfect role for you. 

Who we are looking for:

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

Grade: A13

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:

• 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.

What we need:

• 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.

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.

Job ref: 830269-1629
Advertised: 19 Apr 2024