Customer Service Coach (160226)
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Job Location:
Letterkenny - Ireland
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Ifyou need support in completing the application or if yourequirea different format of this documentpleaseget in touch the subject line: Application Support Request.
Job Type: Permanent
Location: Letterkenny Co. Donegal; Onsite
Hours of Work: 8hour rotation between 07:00 AM and 19:00PM.
Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.
Careers at TCS: It means more
TCS is a purpose-led transformation company built on belief. We do not just help businessesto transformthrough technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.
The Role
In thisroleyou willtake responsibilityfor the creation and upkeep of the required quality frame. You willwork in partnership with the Team Manager tomaintainand improve the performance ofeach individualwithin your team through close monitoring proactivecoachingand intervention. To continuously support and develop people to improve qualityproductivityandcompetenceand ensure that we provide excellent service to our customers. To embed the Quality standards and provide the necessary training and developmentforindividuals. This role will involve working across different accounts.
In this role you will be a part of a strong collaborative team of over 100 professionals working together to deliver exceptional support. This position includes rotational shifts scheduled on an 8hour rotation between 07:00 AM and 19:00 PM Monday- Friday.
Yourresponsibilities:
Your Profile
Essentialskills/knowledge/experience:
Desirableskills/knowledge/experience:
Rewards & Benefits
TCS is consistentlyvoteda Top Employer in the UK and globally. Our competitive salary packages feature pension health care life assurancelaptopandaccess to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sportsevents;we are the proud sponsor of the London Marathonand partner with our local communities in Ireland.
Diversity Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individualsin accordance withthe Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).
We welcome and embrace diversity in race nationality ethnicity disability neurodiversity gender identity age physical ability gender reassignment sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer we offer an interview to applicants with disabilities or long-term conditions who meet theminimumcriteria for the role. Please email us you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview please contact the subject line: Adjustment Request oremail to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Beware of Fraudulent offers
This is tonotify youthat TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail Yahoo Mail and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker beware of fraudulent recruitment activity and protect your interests! You can write report any fraudulent activity.
Due tothe highvolume of applications we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days then it should bedeemedunsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
Job Type: Permanent
Location: Letterkenny Co. Donegal; Onsite
Hours of Work: 8hour rotation between 07:00 AM and 19:00PM.
Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.
Careers at TCS: It means more
TCS is a purpose-led transformation company built on belief. We do not just help businessesto transformthrough technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.
- Delivering Real Coaching Impact -Your guidance empowers customer service colleagues to build the skills and confidence needed to deliver highquality support across phone email and digital channels. Through active coaching and realtime feedback you help ensure customers receive quickaccurate and empathetic servicedriving smooth operations and a consistently positive customer experience.
- Developing Strong Team Capability -Working closely with callcenter servicecenter and administrative teams allows you to strengthen their communication problemsolving andorganizationalabilities. By supporting individual development andidentifyingopportunities for improvement you help shape a capable knowledgeable and highperforming workforce equipped for success in a modern service environment.
- Being Part of a Collaborative Leadership Team -Joina supportiveleadership group where Team Leads Coaches and Managers work together to share knowledge mentor colleagues and champion best practices. Through collaboration and continuous improvementyoullhelp your team thrive succeed and deliver exceptional results for customers and the business.
The Role
In thisroleyou willtake responsibilityfor the creation and upkeep of the required quality frame. You willwork in partnership with the Team Manager tomaintainand improve the performance ofeach individualwithin your team through close monitoring proactivecoachingand intervention. To continuously support and develop people to improve qualityproductivityandcompetenceand ensure that we provide excellent service to our customers. To embed the Quality standards and provide the necessary training and developmentforindividuals. This role will involve working across different accounts.
In this role you will be a part of a strong collaborative team of over 100 professionals working together to deliver exceptional support. This position includes rotational shifts scheduled on an 8hour rotation between 07:00 AM and 19:00 PM Monday- Friday.
Yourresponsibilities:
- Lead the delivery planning and continuous improvement of quality monitoring coaching and training activities -ensuring alignment with quality standards audit requirements and businessobjectivesacross the account.
- Provide Team Managers with clear actionable quality performance insights for each Consultant -including regular reporting calibration feedback and quality trend analysis.
- Deliver targeted coaching and quality feedback to consultants -supporting performance improvement behavioral development and adherence to customer experience and compliance standards.
- Produce and analyze qualityrelated MI -identifyingtrends risks and opportunities for improvement proactively and in response to business requests.
- Support business projects and initiatives -ensuring quality impacts are assessed documented and communicated and that QA processes adapt appropriately.
- Assistwith design update orfacilitation oftraining and refreshers -for new and existing employees particularly where audit results quality trends new products or process changesindicatea need.
- Act as a point of escalation for quality concerns customer issues and complaint reviews -providing expert assessment and recommendations for resolution.
- Collaborate with technical experts and operational leaders -to ensure changes in legislation processes and systems are understood documented and embedded into QA frameworks and team knowledge.
- Communicate procedural policy and quality updates effectively and promptly-ensuring teamsremaincompliant informed and aligned to best practice.
- Deliver updates at team meetings and represent the QA function in the absence of the Team Manager-ensuring continuity of communication and leadership support.
- Maintain compliance with all regulatory requirements and the clients Code of Conduct-including completion of mandatory training and ongoing adherence to relevant policies.
- Demonstratestrongunderstanding of FCA TCF (Treating Customers Fairly) principles-ensuring these are central to all quality monitoring and coachingactivity.
- Support performance management processes-byprovidingrobust quality insights evidencebased feedback and recommendations to improve individual and team performance.
- Provide operational support whenrequired-including assisting with call handling on an adhoc basis during peak demand tomaintainservice levels.
Your Profile
Essentialskills/knowledge/experience:
- Comprehensive knowledge of all relevant products systems and operational procedures -with the ability to assess their impact on quality and compliance.
- Quality Monitoring Experience -Familiarity with QA frameworks scoring guidelines andidentifyingcoaching opportunities through quality insights.
- Strong understanding of applicable legislation and regulatory standards -including the Data Protection Act Compliance requirements and FCA rules and how these apply within a quality framework.
- Process Improvement Mindset -Interest inidentifyingsmall operational inefficiencies and suggesting improvements to enhance team performance.
- Performance Data Interpretation -Ability to review callcenter metrics (AHT CSAT QA scores adherence) to pinpoint trends and inform coaching focus.
- Broadorganizational business and financial awareness -enabling effective analysis of how quality performance influences operational outcomes.
- Clear understanding of authority limits and governance processes -ensuring escalation and decision-making align with regulatory and company policies.
- Ability to support and influence the delivery of SLA and KPI targets -through robust quality monitoring coaching and performance feedback.
- Proven capability in call-handling or operational processing within the supported department -enablingaccurateevaluation ofconsultantperformance and quality outputs.
- Excellent knowledge of TCF (Treating Customers Fairly) principles and outcomes -and the ability to ensure these are embedded across call quality coaching and customer interactions.
- Strong timemanagement andorganizationalskills -with the ability toprioritizequality workloads audits coaching sessions and reporting requirements effectively.
- Highly developed interpersonal skills -supporting effective collaboration with Team Managers Consultants Trainers and operational leaders.
- Exceptional communication skills both verbal and written-essential for delivering feedback producing quality reports and communicating updates clearly and professionally.
- Experienced in customer complaint handling-with the ability to assess root causes and recommendappropriate correctiveactions.
- Advanced analytical problemsolving and decisionmaking skills-including the ability to interpret complex quality dataidentifytrends and apply creative solutions tovariedissues.
- Ability to deliver and receive constructive feedback-fosteringcontinuousimprovementandsupportingthe development of others.
- Positive contributor to team culture-encouraging collaboration open-mindedness and shared ownership of quality improvements.
- Commitment to supporting both internal and external customers-ensuring a customercentric approach to all quality assessments and recommendations.
Desirableskills/knowledge/experience:
- Experience in leading orfacilitatingcalibration sessions -across multiple stakeholders to ensure scoring consistency and quality alignment.
- Background in developing QA frameworks or scorecards -including updating evaluation criteria based on business changes or regulatory updates.
- Experience with qualityfocused tools and platforms -such as calllistening systems workflow tools speech analytics or datavisualizationdashboards.
- Project or changemanagement exposure -including participation in initiatives that involve process redesign system rollouts or regulatory updates.
- Understandingcontinuous improvement methodologies -such as Lean Six Sigma or rootcause analysis models.
- Experience collaborating with crossfunctional departments -such as Compliance Complaints Operations Support Learning & Development or Workforce Management.
Rewards & Benefits
TCS is consistentlyvoteda Top Employer in the UK and globally. Our competitive salary packages feature pension health care life assurancelaptopandaccess to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sportsevents;we are the proud sponsor of the London Marathonand partner with our local communities in Ireland.
Diversity Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individualsin accordance withthe Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).
We welcome and embrace diversity in race nationality ethnicity disability neurodiversity gender identity age physical ability gender reassignment sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer we offer an interview to applicants with disabilities or long-term conditions who meet theminimumcriteria for the role. Please email us you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview please contact the subject line: Adjustment Request oremail to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Beware of Fraudulent offers
This is tonotify youthat TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail Yahoo Mail and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker beware of fraudulent recruitment activity and protect your interests! You can write report any fraudulent activity.
Due tothe highvolume of applications we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days then it should bedeemedunsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
We strongly believe global challenges need global solutions. We are continually engaging with our employees, clients, partners, public institutions, and community organisations across the world to step up and rise to the occasion. We are #OneTCS. A part of the Tata group, India's lar ... View more
