Contact Centre Trainer and Quality Coach

About the role

Sureserve is expanding its Contact Centre function and seeks a Trainer and Quality Coach to develop advisor capability. You will design and deliver onboarding and ongoing training, conduct quality assessments across all contact channels, and provide coaching to ensure a consistently positive customer experience.

Key responsibilities

• Design and deliver induction and onboarding programmes for new Contact Centre Advisors.
• Provide ongoing training, refresher sessions and upskilling aligned to performance and quality targets.
• Carry out quality assurance checks on calls, emails and digital interactions following established frameworks.
• Give clear, constructive feedback and one‑to‑one coaching based on QA outcomes and performance trends.
• Identify common quality themes and capability gaps, recommending targeted training or process improvements.
• Maintain and update training and quality documentation, scripts and learning materials.
• Evaluate training effectiveness using performance data, QA results and feedback.
• Support advisors during nesting and probationary periods with additional coaching.
• Assist contract mobilisation by delivering training and quality frameworks for new services and clients.

Required profile

• Proven experience in a contact centre training, quality or coaching role.
• Strong facilitation and coaching abilities with a track record of engaging advisors.
• Experience conducting quality assessments and delivering developmental feedback.

Required skills