Quality Coach, Contact Centre
As a Quality Coach, you will play a key role in driving service excellence within the Contact Centre.
Through working collaboratively with our Outsourced and white label Contact Centre providers, you will be an ambassador for the Morrisons brand and an advocate for high quality standards across all customer contact channels.
You will be primarily responsible for monitoring, assessing, validating and enhancing the quality of customer interactions across all customer channels including calls, emails, social media and other digital listening platforms, ensuring consistent application of quality standards and evaluation criteria in line with our internal quality framework.
Delivering structured feedback and development guidance to both Team Leaders and site Quality Assurance teams, your role is to ensure our customer service advisors meet defined performance standards and deliver a consistent, high quality customer experience.
This position follows a 5 day working week, 3 days office based.
Hilmore House, our head office, offers convenient amenities, including a subsidised on-site restaurant, coffee shop, convenience and sample store, a prayer room, free parking, and frequent company wide events and promotions.
Applicants should live within a reasonable commuting distance of our office.
Some of your responsibilities will include:
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Conduct regular call, email and social media monitoring against defined Quality Frameworks and channel scorecards.
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Perform third line final quality assurance evaluations, attending weekly
calibration meetings (plus adhoc feedback workshops) to discuss, debate and
confirm final Quality Assurance outcomes to improve customer service advisor performance.
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Provide ongoing coaching, feedback, and development opportunities during
weekly Quality calibrations to ensure high-quality customer interactions,
challenging Team Leaders & Quality team members where necessary, ensuring full alignment to our quality standards in line with the Quality Framework.
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Perform weekly random quality observations on our internal Morrisons Executive Relations Advisors and provide direct coaching/feedback to these colleagues and their respective line manager
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Identify trends and any areas for improvement that have been identified through either the new AI technology system or your independent observations and escalate appropriately.
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Influence change through either continuous improvement adjustments to the
existing channel scorecards and coaching materials identified through calibration or independent quality assurance monitoring purposes.
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Contribute to the Quality transformation agenda and continuous improvement
initiatives to enhance customer experience and operations efficiency.
About you
We’ve built an incredibly diverse business, and we’re working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we’re looking for someone who has:
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Previous Contact Centre Quality Assurance experience, ideally in direct inbound customer service, preferably in the retail sector
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Experience in coaching, mentoring or training roles preferred
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In depth subject matter expertise on product and process knowledge - preferably across retail and online operations
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Detailed knowledge of best practices in customer service, including active listening, empathy, and problem-solving skills
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Understanding of quality assurance processes and customer service standards
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Knowledge of utilising & embedding AI enabled Contact Centre Quality tools (eg: Voice of The Customer speech/text analytics, Auto Quality Assurance, Quality & Coaching Dashboards)
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Detailed systems knowledge of utilising Salesforce Customer Relationship Management (CRM) system
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Excellent verbal and written communication skills to provide clear and constructive feedback to uphold Quality standards
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Excellent interpersonal skills to build rapport with Contact Centre service providers
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Ability to self manage, prioritise and multitask, often working under pressure and to very tight deadlines, supporting the wider team deliverables
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Attention to detail and good analytical skills to identify trends & improvement opportunities to enhance customer satisfaction
About us
In return for all your hard work, you will receive:
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15% discount in store from the day you join us
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Additional 10% discount card for a friend or family member
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Career progression and development opportunities
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Generous holiday entitlement
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Healthcare benefits including Aviva Digital GP
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‘MyPerks’ giving you discount with over 850 retailers
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Free parking onsite
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Enhanced Family, Maternity and Paternity Leave
Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!
At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.
There’s more to our business as it’s fast paced and ever changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!
At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too.
We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.
Reward & Benefits
We've highlighted below some of our standard Rewards & Benefits that our colleagues receive. Please note, some roles come with additional benefits such as bonus, company car allowance etc. you'll find further details where applicable in our adverts, or you can speak to someone in our resourcing team for more information.
Plan your journey
Hilmore House (Head Office), Bradford, United Kingdom, BD3 7DL
Learning and development is at the heart of our business
As you can imagine, Morrisons is a busy place to be. There’s lots going on - processes, changes, new initiatives, different ways of working. And that’s just on a Monday morning.
It means there’s a lot to learn. But learning isn’t just about understanding what’s involved in day-to-day workloads. It’s also about growing and developing in your career, too. That’s why we’ve made sure that learning and development is at the heart of our business. We’re here to make sure everyone has everything they need to be their best - and to go as far as they want.
Our DE&I workstreams
We're proud to have a diverse group of colleagues working here. We want everyone to feel valued in an environment where we promote respect, where they feel a sense of belonging, and feel celebrated as individuals.
These are the moments that matter to them - and they matter to us, too.
Everyone is welcome to get involved in our Ethnic Diversity, Ability, LGBTQ+, Women, and Family & Carers workstreams, too. They’re designed to help us better reflect our customers, colleagues, and communities so we can become an even more inclusive business.
As a business, we love bringing people together. And we think it’s one of the biggest reasons to be part of our team.
Our Process
We've outlined below what our typical process looks like, this can vary slightly depending upon the role or team you've applied for. Our goal is to provide a positive and accessible experience for all applicants, ensuring everyone has the support they need to showcase their best selves.
Our resourcing team are on hand to help with any questions about your application and you can reach them by e-mailing resourcing@morrisonsplc.co.uk.
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Find an opportunity that's right for you
Once you've found a role that's right for you, you can apply via this site. If it's your first time applying with us then we'll need all your essential information and we might ask you to upload your most recent CV. If you've applied for roles with us before then we should recognise you and you won't need to share these details again, unless something has changed that you need to update us on.
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Online Assessment (Customer Assistant roles)
After your application, we might send you an e-mail and ask you to complete an online assessment. This is typically a situation judgement test where we'll ask you ten questions with mutliple choice answers and takes around 10-15 minutes to complete. The questions will give you a feel for the types of scenarios you might encounter working in our stores - think customer first.
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Let's find out more
For some of our stores and site roles, if you've been successful with your application we might just e-mail and ask you to book a slot for your interview. For other roles our resourcing team will get in touch with you to find out a bit more about you and why you applied. They'll also answer any questions you might have about us and the role. After all, it's a two way process!
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Interview
Our interviews are typically face to face but can sometimes be virtual. Don't worry, we'll advise either way. Your interview can differ depending on the role or team. Part of the interview may include some competency questions against our Ways of Working (listed below).
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Final Stage
With some of our roles there might be a second interveiw. This tends to be for roles in our Head Office and some salaried positions across our stores and sites. As part of this second stage, we might ask you to complete a task, such as a SWOT analysis or something similar, and present it back during the interview. This helps us understand your approach and thinking about the role.
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Decision
Our resourcing team or the store or site you've applied to will be in touch with you as soon as they can to let you know the outcome. If you've been successful we'll share the details of our offer with you and follow up with everything you need on e-mail.
Ways of Working
Our Ways of Working are like a set of values that define our core beliefs, guide decision-making, and shape our culture and how we operate.
Customer First - I care about our customers and do everything I can to meet their needs
Teamwork - I always play my part in the team, and I recognise we go further together
Working Freely in a Framework - I’m trusted to make my own decisions and encouraged to improve things for customers and for us
Care and Respect - We care more and try harder; for each other, for everyone around Morrisons
Listen and Respond - I take the time to talk with and listen to colleagues and customers, and always do the right thing for the them
Grow Sales, Low Cost - I understand my part in the end-to-end process and look for ways to drive improvement
Life at Morrisons offers more than you imagine.
We’re a Yorkshire based food manufacturer and retailer, and our story began with a simple market stall in Bradford all the way back in 1899. Today, we’re still just as committed to delivering on our promise of 'freshness from farm to fork' for every customer. It’s why we’ve grown to become one of the UK’s leading supermarkets. And, with 90,000 colleagues, nearly 500 stores, and 11 million customers every week, there are now more reasons to join us than you can imagine.
Discover Head Office at Morrisons
Our stores aren’t the only place where the magic happens. You’ll find a proper buzz at Head Office in Bradford, too. This is where support for store colleagues begins, from those big board decisions on our business processes, right down to thinking up new ideas to help support our colleagues.
But what we love most about Head Office is that there are more functions than you probably imagine - from trading to marketing, finance to tech, and HR to property. And we all work together to make sure our stores and manufacturing & logistics sites have everything they need to succeed.
Meet the Recruiter
Favourite Morrisons product
The Best Fresh Orange Juice
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