Quality Assurance and Coaching Manager

Job Description

Job Title: Quality Assurance and Coaching Manager

Contract Type: Permanent

Salary: £40,992.60 (£45,140.21 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week, full time

Working Pattern: Monday to Friday, Hybrid

Location: Liverpool, Speke

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Quality Assurance and Coaching Manager

The Quality Assurance and Coaching Manager is responsible for driving excellence in customer interactions by leading the design, implementation and continuous improvement of quality, assurance and coaching programs. This role ensures that customer-facing colleagues within the Customer Contact & Resolution directorate consistently deliver high-quality service aligned with company standards, customer expectations, and regulatory requirements.

About you

We are looking for someone with

In-depth knowledge of quality assurance methodologies, scoring frameworks, calibration techniques, and compliance standards
Experience of customer experience metrics such as CSAT, NPS, NetEasy and First Contact Resolution, and their impact on quality and performance
Awareness of relevant regulatory and industry compliance standards (Housing Ombudsman, Housing Regulator, GDPR, OfCom etc)

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & generous pension
28 days holidays plus bank holidays
Flexible working options available
Investment in your learning, personal development and technology
A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Role Profile

Lead the design, implementation and continuous improvement of quality assurance frameworks within the Customer Contact & Resolution Directorate to ensure consistent, high-quality customer experience
Oversee the evaluation of agent interactions across all service channels, ensuring compliance with regulatory, operational and customer service standards
Lead a team of coaches to deliver 121 and group coaching, deliver timely, actionable feedback to colleagues and set smart actions to improve both individual and team performance
Working collaboratively with CSC, Complaints, Learning & Development and Continuous Improvement teams
Use data-driven insights to identify performance trends, coaching opportunities, and systemic issues
Implement tactical and strategical quality assurance interventions based on insights highlighted by your team and stakeholders
Champion a culture of quality and accountability by providing timely feedback to stakeholders at all levels, internal and external to the Directorate, developing scorecards and support initiatives that improve first contact resolution, customer and colleague satisfaction, and agent performance.

Accountabilities

Track & monitor Key Performance Indicators (KPIs) – including own teams’ performance to assure stakeholders
Review outputs and quantify, categorize and prioritize mitigating activities to improve quality assurance results across the Directorate
Liaise with team and external partners to review outputs, quantify issues, identify mitigations and benefits, and manage/schedule interventions to improve the overall quality within the Directorate
Schedule and manage regular performance updates, working with CSC and Complaints Operations partners to ensure effective communication of results, interventions and recommendations to support continuous improvement
Ensure quality assurance processes are documented, and standardized, version controlled and up to date with any changes relating to process, procedure or policy
Identify opportunities to reduce repeat customer contact, failure demand and avoidable contacts through quality assurance framework and colleague enablement
Complete tactical assurance activities against repair topics, identified through feedback from your team and quality assurance results
Maintain, quantify and value recommendations to enable effective prioritization of intervention and improvement opportunities.
Lead your team to improve agent efficiency by embedding structured coaching sessions focused on call handling, system use, and problem-solving techniques
Actively engage in VOC group sessions and customer feedback, to identify customer pain points and make changes to existing processes and procedures to make it easier for customers to do business with us
Actively support each team member’s growth by creating personalized development plans and providing regular coaching and calibration aligned to career goals
Enhance key skills relevant to your role through targeted learning activities
Lead your team in adopting and promoting digital channels by increasing agent proficiency with digital tools and encouraging customers to use self-service options
Support the re-implementation of Live Chat – create a QA process/framework specific to Live Chat, covering evaluation, training, and periodic audits
Identify automation opportunities for quality assurance processes – working with IT & DB partners

Person specification

Knowledge, Skills and Experience

Essential

In-depth knowledge of quality assurance methodologies, scoring frameworks, calibration techniques, and compliance standards
Experience of customer experience metrics such as CSAT, NPS, NetEasy and First Contact Resolution, and their impact on quality and performance
Awareness of relevant regulatory and industry compliance standards (Housing Ombudsman, Housing Regulator, GDPR, OfCom etc)
Understanding of performance management, coaching methodologies, and continuous improvement principles (e.g. Lean, Six Sigma)
Excellent analytical and problem-solving skills with the ability to interpret QA and VoC data to drive insights
Strong leadership and stakeholder engagement skills with the ability to influence cross-functional teams
High attention to detail, consistency, and objectivity in assessment and evaluation
Excellent communication skills – both written and verbal – for feedback delivery, reporting, and training
Proficient in QA systems, CRM platforms (Salesforce) and data tools (e.g. Excel, PowerBI, Tableau, or equivalent)
Experience using customer feedback (e.g. surveys, complaints, VoC data) to inform QA practices and service enhancements
Ability to design and deliver agent coaching, training and support, and QA calibration sessions
Demonstrable experience designing and improving QA frameworks and evaluation criteria within a large-scale Contact Centre and complaints operation
Track record of managing or supporting large-scale QA and training initiatives or service improvement programs
Experience in leading a QA or training team or managing QA/training process in a multi-channel or omni-channel environment

Desirable

Professional quality assurance, training or continuous improvement qualification – or willingness to work towards further professional qualifications.