Define the Future with us

We are looking for a results-driven and forward-thinking professional with a passion for training, quality, and digital innovation. In this role, you will support agent development and service excellence while leading the strategy and optimisation of our GenAI chatbot. Reporting to the Senior Manager Customer Service, you will ensure agents deliver high-quality interactions and that AI handles low-complexity queries effectively, allowing the team to focus on high-impact conversations such as sales, retention and escalations.

Does this sound interesting to you? Here's what you must have to match our requirements

• Minimum of 2 years’ experience in an operations support role
• Ability to train all skills and levels of contact centre agents
• Strong proficiency in Microsoft Office (Word and Excel, intermediate level)
• Creative ability, writing proficiency, and excellent verbal and written communication skills
• Strong knowledge of contact centre support channels, systems, processes, and procedures
• A motivated self-starter, flexible with working hours and quick to adapt
• Experience with recruitment, interviewing, and quality assurance processes
• Familiarity with AI tools and chatbot systems
• Ability to analyse AI performance data (like what queries stop in the chatbot, and how well it passes chats to agents) and make improvements.
• Confidence in managing cross-functional projects involving digital platforms and agent experience
• Ability to set and adjust priorities to meet deadlines in a fast-paced environment
• Proven ability to work effectively both independently and in a team
• Strong communication and coaching skills
• Commitment to excellent customer service
• Willingness to learn and attend ongoing training, including AI and digital platform development

Expected Hours of Work

This is a full-time position with forty (40) hours a week. Occasional evening and weekend work may be required as job duties demand.

Does this sound like you? Here’s how you can hit a few plus points for this position:

• An Advanced Level of Education
• Technical Support, QA accreditation or equivalent experience
• Knowledge of Quality Management Systems (QMS)
• Experience working with or training AI/chatbot platforms in a customer support setting
• Strong interest in training and analytics within customer support, including digital and social channels
• Exceptional listening and analytical skills with a sound technical background
• Familiarity with telecoms products, services, and campaign rollout processes
• Leadership or training experience in a contact centre environment

If this describes you, then this is a glimpse of what you'll be doing:

• Establish and maintain quality assurance guidelines, standards, and procedures by evaluating customer interactions across all channels
• Create and deliver training programmes for onboarding and ongoing development of contact centre agents, aligned with service and product updates, including onboarding team members on how to work alongside AI tools to enhance service
• Produce training materials and support documentation for new services, product launches, and process changes, helping design and update knowledge base content used by both agents and the AI platform, leveraging history of previous chats
•  Conduct regular QA assessments to identify improvement areas and provide feedback and coaching to agents, benchmarking AI-assisted service quality against live-agent interactions to help close any gaps
• Collaborate with Team Leaders and management to track agent performance trends and address skill or knowledge gaps
• Coordinate recruitment, interviews, and selection processes with HR to ensure new hires meet required competencies
• Develop and implement strategies to enhance First Contact Resolution (FCR), reduce repeat contacts, and improve overall service quality
• Provide support and coaching both remotely and in-office, including side-by-side coaching for new hires
• Support other teams across the contact centre including Reception, Processing, and Multi-Channel with tailored training and QA assistance
• Liaise with Marketing to ensure accurate customer information and FAQ alignment for campaigns and new offers
• Manage training consumables and maintain the contact centre staff data register
• Lead the strategy and continuous improvement of the GenAI chatbot, ensuring it reflects accurate and timely information from the website and internal systems
• Identify and map queries suitable for automation and ensure successful deflection via GenAI, while routing high-value or complex cases to human agents with context
• Monitor AI performance metrics including containment rate, handoff success, failed intents, resolution rate, handover quality, and other KPIs, providing insights and adjustments as needed
• Gather feedback from agents and customers to refine bot training data and improve digital self-service performance
• Create, update, and enforce QA guidelines in line with evolving operational needs
• Share actionable insights from AI and QA performance with management to guide further investment and refinement
• Perform other duties as required by management

We'll recruit as soon as we find our match. Don't think twice - apply now!