Customer Service Quality Control & Performance Coach
On-siteEdinburgh, Scotland, United Kingdom
Job Summary
Review client interactions across phone, chat, and email to ensure clear, consistent, and high-quality outcomes while balancing client experience with regulatory requirements. Support, motivate, and develop front-line Client Service Associates through structured coaching and feedback, owning content updates that track learner journeys. Proactively contribute to the review and improvement of coaching frameworks, processes, and procedures, identifying and executing process improvements with Subject Matter Expert support on key initiatives. Keep fully up-to-date with training enhancements and apply changes to processes and regulatory procedures. Manage personal workload, prioritize items, and ensure timely escalation of key risks. Develop strong partnerships with key stakeholders to build and maintain relationships across the firm.
Required Qualifications
- Experience with investments, ISA's and pensions
- Experience working with Salesforce
- Strong verbal and written communication skills with ability to influence others
- Excellent analytical and research skills, detail oriented
- Ability to deep-dive and investigate issues to reach a successful resolution to applicable parties
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