Job Title: Quality Analyst

Department: Quality

Reports to: Operations Manager

Location: Hybrid in Glasgow City Park, 3 days in the office

Contract Type: Permanent

Position: Performance Coach

Role Overview:

Working as a Performance Coach within the Banking and Insurance Sector, the post holder will be adynamic and results-driven person, able to help individuals achieve peak performance. You will work closely campaign leadership to identify performance gaps, and the root cause of these gaps to set actionable goals, influencing the team members to achieve their campaign quality metrics.

The Performance Coach provides constructive feedback, delivers proven coaching techniques, including side by side’s, show and tell, role plays and other established coaching methods. They will collaborate with campaign leadership to help design AI and other technology led coaching solutions. Candidates must have strong communication skills, both written and oral, be a problem solver and have the ability to motivate and inspire.

Competencies & Skills Required 

•    Conduct one-on-one coaching sessions to improve performance and achieve business goals
• Lead group sessions, delivering bite size learning and key communications
• Assess current performance and identify areas for development
• Provide constructive feedback and guidance to foster continuous improvement
• Comfortable with adapting to different coaching techniques to influence colleagues  behaviours and motivate them into positive change 
• Track progress and adjust coaching plans to ensure sustainable results
• Ability to handle and turn around difficult conversations, turning negative situations into positive ones
• Ability to cope under pressure

 Skills/personal attributes 

• Attention to detail
• Ability to take on new challenges and ideas
• Excellent communication skills both written and verbal
• High levels of emotional intelligence
• Confident and capable of communicating with team members
• Organized with the ability to meet deadlines
• Ability to cope under pressure
• Ability to adapt to different coaching styles and techniques

Qualifications and Experience

• Must have positive attendance track record within the last 12 months
• Existing quality results must be exemplary