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Quality Coach

  • Job reference DST/TP/17447/11337
  • Job type Fixed Term, Full Time
  • Sector Administration and Operations
  • Location Dublin
This vacancy has now expired.


Hugely exciting opportunity to help build and grow the recently established SJP Operations team in Dublin. The primary focus of this role will be to continuously support and develop people through feedback and coaching to improve accuracy, productivity and overall competence. The role holder will perform and apply Quality Assurance processes and criteria to review levels of quality and accuracy, and provide the necessary training and development to individuals. They will also provide on the job support with complex customer enquiries or by on the job training, where appropriate. Support and training on New Business and Operations processes and the Retirement Account product supported by the Dublin SJP team will be provided to the successful candidate

Main Responsibilities

  • Act as an SME on the SJP retirement Account product and pipeline and New Business processing
  • Assist with the onboarding of new staff (both initially and ongoing)
  • Deliver and plan training and/or coaching based on the levels of quality and accuracy within the unit and also based on business need
  • Challenge existing practices. Identify, propose and implement areas of process improvement
  • Provide Line Managers with performance information on each of their team members on a regular basis or more if required, including Quality and Accuracy Management Information
  • Provide coaching support, as appropriate, to all team members
  • Involvement in Projects as required
  • Devise and/or carry out training plans for new and existing employees, product launches or refresh training when required
  • Act as point of escalation for complaints as and when required
  • Act as a point of contact for contentious / complex enquiries
  • Manage relationship between key Stakeholders and the team , where appropriate
  • Analysis of legislation and planned product development to allow successful integration into BAU processes
  • To prepare and present relevant information in a concise manner to facilitate the assessment of risk
  • To liaise with technical experts and peers to ensure that any changes in legislation and procedures affecting SJP Operations are assessed and understood, ensuring product, process and system knowledge is maintained
  • Perform the required % of calls / paper processing audits as per the Quality Assurance Procedures and assessing the levels of quality and accuracy against the business requirements
  • To achieve the required audit targets for the work type
  • To communicate technical and procedural information to staff in an effective and timely manner
  • Involvement in testing where required
  • To deputise for the Team Leader where appropriate, for example, to provide holiday cover
  • Supports the delivery of Service Level agreement targets and performance standards

To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed

Ideal Candidate


* Desire to work in a fast paced environment

* Desire and ability to learn new processes and products

* General organisational business and financial awareness

* Competence in the application of Quality Assurance process and criteria standards

* Maintain and implement Personal Development Plan with Manager

* Knowledge of the Treating Customers Fairly principles

* Experience of coaching / training

* Time Management and Organisation skills

* Inter-personal skills

* Excellent Communication skills- oral/written

* Analytical skills

* Problem solving and decision making skills over different levels of problems

* Creativity applied to complex problems

* Can deliver and receive feedback in constructive manner

* Open minded approach to dealing with ideas and suggestions from colleagues and customers

* Can contribute to good working atmosphere within own team

* Proven ability in dealing with customers internally and externally

* Team player


* Experience of working in New Business environment

* Knowledge of current legislation, i.e. Data Protection Act, Compliance and FCA rules

* Proven ability of being able to handle all aspects of Call Handling or processing role of relevant department that job holder will now be providing support on

* Customer complaint handling skills

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