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Description : Fantastic opportunity to join our Learning & Development and Quality Assurance team as our Performance Coach. You will manage all of the call monitoring and coaching of the operational teams, to ensure our customer service standards are in line with the business expectations.
You will be listening to operational calls, work with the individual operational agent & business to identify coaching needs and provide solutions. At AXA Partners we’re adopting a Hybrid way of working, empowering our people to balance their time between home and the London office in a way that works best for them, their team and our customers.
What you’ll be doing :
- Listen, assess and deliver feedback a specific number of inbound or outbound call, per operational agent, in line with client requirements.
- Record all call quality assessments on the current Quality Tool
- Co-ordinate and deliver live QA feedback to meet individual &/or business needs
- Co-ordinate and deliver coaching to meet individual &/or business needs
- Record and maintain all training & coaching events and sessions to ensure employee records are updated correctly and reflect all training and coaching conducted.
- Ensure all L&D & QA Data is processed and stored in line with Compliance and GDPR.
- Create and send out L&D & QA reports, ensuring they are accurate, completed and produced by the agreed deadline.
- Work closely with L&D and operational managers to identify training needs and support learning solutions which are put in place to drive improvement.
- Deliver effective coaching and support on induction process where required.
- Co-ordinate and deliver monthly QA calibrations meetings, across the AXA Travel HUBs, to ensure all QA teams are consistent and delivering the same level of service.
- Support L&D & Operational managers to ensure employees are fully trained to undertake their roles and deliver the required customer service standards.
- Utilise L&D and QA evaluation data to improve coaching and delivery methods.
- Build good working relationships with key stakeholders, line managers, HR and Learning and Development team to ensure that all training activity is fit for purpose and delivered to meet the needs of the business.
- Manage all QA and coaching administration and communication through Yes Learn accurately and efficiently.
Qualifications :
- Be an advocate of change
- Ability to organise and deliver effective coaching sessions to diverse groups of individuals, ensuring the employee is kept engaged and interested, and that they finish each session with clear expectations of net steps.
- The ability to provide feedback effectively, being clear, concise, tactful and sensitive
- Experience of implementing quality standards, making improvements to procedures in order to develop best practice standards would be desirable.
- Ability to build relationships and establish professional credibility quickly
- Ability to work as an individual and manage/prioritise workload effectively, including excellent organisational and time management skills
- Ability to work well and actively contribute as part of a team
- Good well-rounded IT skills, including Word, Excel & PowerPoint
- Excellent customer service and communication skills
- Willingness to take the initiative to solve problems, find solutions and achieve consensus
- The ability to work under pressure in a busy and pressurised environment
- Excellent communication and influencing skills across a broad spectrum of people
- Willingness to be adaptable to business needs, including possibly working at weekends or evenings occasionally in order to deliver training to shift staff.
What we offer :
- Group Personal Pension Plan
- Life Assurance 4x salary
- Private Healthcare benefit
- 22 Days Annual leave rising to 27 in one year increments
- Free staff travel insurance
- Staff motor breakdown scheme
- Staff home emergency cover benefit
- Discounted home insurance
About AXA : AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA.