Quality Coach

The role

The Quality Coach plays a vital role in raising the standard of CCW’s complaints-handling service and reducing customer effort. Working across the Operational team, the postholder will complete structured assessments of advice provision, casework, communication and administrative accuracy to ensure a fair, consistent and high‑quality service. They will deliver constructive coaching, develop targeted improvement plans, support complex case handling, and maintain operational guidance to strengthen team capability.

This role is central to CCW’s ambition to build a centre‑of‑excellence culture, where Advisors feel confident, supported and equipped to deliver exceptional customer outcomes. The postholder will work closely with Customer Service Managers, contribute insight to operational improvements, and help shape best practice across the wider team. They will also lead on onboarding new starters, delivering accreditation and supporting their development into capable, confident Advisors who embody CCW’s values.

Key responsibilities

• Conduct structured QA assessments across casework, calls, and written responses, ensuring all interactions reflect CCW’s standards and customer‑first principles
• Provide evidence‑based coaching, feedback and development support to Advisors and Managers
• Lead onboarding and accreditation for new starters, offering shadowing, guided case reviews and structured learning to support a smooth transition into BAU
• Maintain and update operational guidance, templates and knowledge resources, ensuring colleagues have access to clear, accurate and up‑to‑date information
• Analyse QA outcomes, identify trends and contribute to continuous improvement initiatives

The candidate

Essential skills & experience

• Ability to assess customer interactions against defined quality standards
• Strong coaching and feedback skills with experience supporting performance improvement
• Excellent analytical skills with high attention to detail and accuracy
• Strong written and verbal communication skills
• Ability to organise workload independently and manage structured QA cycles

Desirable

• Awareness of QA frameworks, scoring methodologies and calibration processes
• Understanding of customer effort and continuous improvement approaches
• Relevant qualifications in customer service, coaching, QA or training
• Experience supporting organisational improvement or centre‑of‑excellence initiatives

Disability Confident Scheme

We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To be eligible for the guaranteed interview scheme you must have a disability or long-term health condition. The disability could be physical, sensory or mental and must be expected to last for at least 12 months. You do not have to be registered as a disabled person to apply under the scheme.

If you would like to apply through this scheme, please complete the Disability Scheme form available to download from our CCW Vacancies page Vacancies at CCW and include this with your application to Gi Group.

We want everyone to have a fair chance, no matter their age, disability, gender identity, marital status, family status, race, religion/belief, sex or sexual orientation. All applications are considered fairly based on merit. To enable us to monitor this, candidates are asked to complete the voluntary Equal Opportunity Monitoring form. The information provided will be kept confidential and will be used for monitoring purposes only.