Our client is looking to onboard a Quality Coach to support contact centre managers in improving customer-centric service, reducing risk, and developing agents and team leaders. Conduct quality assessments across all workflows against defined standards, identify performance gaps and errors, and provide targeted coaching to drive high performance.
Responsibilities:
Support the design and continuous improvement of quality monitoring standards, tools, and processes
Conduct quality assurance reviews for agents and team leaders, ensuring databases are accurately updated
Collaborate with coordinators and stakeholders to maintain objective, consistent assessment methodologies
Analyse performance trends, identify root causes of underperformance, and implement targeted coaching solutions
Deliver individual and group coaching sessions, workshops, and on-the-floor support as required
Recognize high-performing agents and support Team Leaders with action plans for sustained underperformance
Monitor agent performance, provide regular feedback to agents and management, and oversee personal development plans
Coordinate with internal teams to schedule coaching programs and update quality systems as needed
Ensure full compliance with Information Security policies for self and all staff
Perform additional duties as assigned by management
Requirements:
Prior experience in coaching, mentoring, or facilitating groups, whether in a voluntary or paid capacity, is highly desirable
Excellent communication skills in both English & Maltese
Proven ability to motivate and support individuals and teams to achieve objectives
Strong commitment to fostering a positive, inclusive, and supportive learning environment
Willingness and flexibility to work across multiple locations
Customer Service Jobs in Malta include roles that link the customer to the organisation, and ensure customer satisfaction with the product or service received. Jobs in customer service include customer support, front office, technical support and call centre roles.
