hackajob is collaborating with Atos to connect them with exceptional professionals for this role.

Responsibilities

• Conduct regular quality assessments on inbound calls using agreed scorecards, ensuring objective, evidence-based scoring and accurate documentation in EvaluAgent.
• Provide timely, constructive face-to-face feedback, clearly explaining strengths, development areas, and quality standards.
• Deliver 1:1 coaching and performance support focused on call handling, customer experience, process accuracy, and compliance.
• Identify recurring quality themes, root causes, and coaching opportunities, and share insights with stakeholders.
• Lead team briefings to communicate updates, reinforce best practice, and celebrate improvements.
• Act as a mentor, supporting agent wellbeing, capability development, and onboarding of new starters.
• Collaborate with Team Leaders, Trainers, QA, and Operations to drive continuous improvement and reduce quality variance.
  
  

Skills We Can’t Do Without

• Proven experience in coaching, mentoring, quality assurance, or team support roles
• Strong working knowledge of the CCS call handling processes, customer journeys, and service standards
• Familiarity with compliance and data protection principles