TUI Contact Centre | Quality Coach | Locally Employed

  • Palma, Spain

  • 68403

  • Contact Centres

  • Locally employed contract

  • Full Time

  • Summer 2022

Joining the TUI Musement as a Quality Coach, you be responsible for the quality of service responses from our team to customers, new employee orientation, identification of skills gaps and quality improvement by providing the necessary training or coaching skills in order to improve individual performance, our customer response rates and quality of service. 

 

ABOUT THE JOB

  • On boarding of new hires including the delivery of training sessions and oversee the quality performance of our Experience Centre reps and their ongoing training and quality performance.
  • Report Customer Satisfaction scores and Instant Feedback surveys.
  • Analyse emerging trends and collaborate with key stakeholders to increase performance and formulate action plans, measuring and reporting on quality improvements made.
  • Take ownership of all Quality Assurance by actively listening to live calls, quality checking written responses and taking the occasional live contact yourself. In order to determine any additional training and updates that would increase skill level and reduce the number of escalations by first resolution best practice and improve our promise to solve on the spot.
  • Collaborate with the Learning and Development colleagues and make sure the Learning Management Content and Smiles Academy programs align with both TUI Experience Centre and business needs.
  • Provide on the spot training and coaching alongside developing, creating and updating training scripts and manuals in order to drive the performance of the Experience Centre reps to deliver an excellent level of service to both internal and external customers.

 

ABOUT YOU

  • Previous experience in a Contact Centre or guest orientated environment required
  • A proactive approach to quality improvement in order to deliver the best guest experience possible from both in house and outsourced teams.
  • Experience of training and coaching preferred as you will be required to train and hold coaching sessions with our team members on both systems and behaviors
  • Able to work fully flexible shift patterns; including weekends (some overseas travel may be required)
  • Ability to learn and adapt to new software and keep yourself updated on new developments
  • Confident and dynamic with the commitment to achieve service level agreements
  • Excellent written and interpersonal skills in either English, Dutch, German and Scandinavian languages with the ability to challenge and influence constructively. 


ABOUT OUR OFFER

  • Competitive salary including bonus (after qualifying period) and benefits
  • An option for a hybrid working policy from home and office after a qualifying period
  • We offer excellent career opportunities and development programs to assist you in your role and career aspirations
  • Option for private health insurance when permanently employed

 

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

 

If you require any reasonable adjustments for your application process, please contact us directly via email: candidates.tuimm@tui.com

 

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