Customer Service Coach

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**Job Type: Permanent**

**Location: Letterkenny, Co. Donegal; Onsite**

**Hours of Work: 8 hour rotation between 07:00 AM and 7:00 PM**.

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

**Careers at TCS: It means more**

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Delivering Real Coaching Impact - Your guidance empowers customer service colleagues to build the skills and confidence needed to deliver high‑quality support across phone, email, and digital channels. Through active coaching and real‑time feedback, you help ensure customers receive quick, accurate, and empathetic service—driving smooth operations and a consistently positive customer experience.
• Developing Strong Team Capability - Working closely with call‑center, service‑center, and administrative teams allows you to strengthen their communication, problem‑solving, and organizational abilities. By supporting individual development and identifying opportunities for improvement, you help shape a capable, knowledgeable, and high‑performing workforce equipped for success in a modern service environment.
• Being Part of a Collaborative Leadership Team - Join a supportive leadership group where Team Leads, Coaches, and Managers work together to share knowledge, mentor colleagues, and champion best practices. Through collaboration and continuous improvement, you’ll help your team thrive, succeed, and deliver exceptional results for customers and the business.

**The Role**

In this role you will take responsibility for the creation and upkeep of the required quality frame. You will work in partnership with the Team Manager to maintain and improve the performance of each individual within your team through close monitoring, proactive coaching, and intervention. To continuously support and develop people to improve quality, productivity and competence, and ensure that we provide excellent service to our customers. To embed the Quality standards and provide the necessary training and development for individuals. This role will involve working across different accounts.

In this role, you will be a part of a strong collaborative team of over 100 professionals, working together to deliver exceptional support. This position includes rotational shifts scheduled on an 8 hour rotation between 07:00 AM and 19:00 PM Monday- Friday.

**Your responsibilities:**

• Lead the delivery, planning, and continuous improvement of quality monitoring, coaching, and training activities - ensuring alignment with quality standards, audit requirements, and business objectives across the account.
• Provide Team Managers with clear, actionable quality performance insights for each Consultant - including regular reporting, calibration feedback, and quality trend analysis.
• Deliver targeted coaching and quality feedback to consultants - supporting performance improvement, behavioral development, and adherence to customer experience and compliance standards.
• Produce and analyze quality‑related MI - identifying trends, risks, and opportunities for improvement proactively and in response to business requests.
• Support business projects and initiatives - ensuring quality impacts are assessed, documented, and communicated, and that QA processes adapt appropriately.
• Assist with design, update, or facilitation of training and refreshers - for new and existing employees, particularly where audit results, quality trends, new products, or process changes indicate a need.
• Act as a point of escalation for quality concerns, customer issues, and complaint reviews - providing expert assessment and recommendations for resolution.
• Collaborate with technical experts and operational leaders - to ensure changes in legislation, processes, and systems are understood, documented, and embedded into QA frameworks and team knowledge.
• Communicate procedural, policy, and quality updates effectively and promptly - ensuring teams remain compliant, informed, and aligned to best practice.
• Deliver updates at team meetings and represent the QA function in the absence of the Team Manager - ensuring continuity of communication and leadership support.
• Maintain compliance with all regulatory requirements and the client’s Code of Conduct - including completion of mandatory training and ongoing adherence to relevant policies.
• Demonstrate strong understanding of FCA TCF (Treating Customers Fairly) principles - ensuring these are central to all quality monitoring and coaching activity.
• Support performance management processes - by providing robust quality insights, evidence‑based feedback, and recommendations to improve individual and team performance.
• Provide operational support when required - including assisting with call handling on an ad‑hoc basis during peak demand to maintain service levels.

**Your Profile**

**Essential skills/knowledge/experience:**

• Comprehensive knowledge of all relevant products, systems, and operational procedures - with the ability to assess their impact on quality and compliance.
• Quality Monitoring Experience - Familiarity with QA frameworks, scoring guidelines, and identifying coaching opportunities through quality insights.
• Strong understanding of applicable legislation and regulatory standards - including the Data Protection Act, Compliance requirements, and FCA rules, and how these apply within a quality framework.
• Process Improvement Mindset - Interest in identifying small operational inefficiencies and suggesting improvements to enhance team performance.
• Performance Data Interpretation - Ability to review call‑center metrics (AHT, CSAT, QA scores, adherence) to pinpoint trends and inform coaching focus.
• Broad organizational, business, and financial awareness - enabling effective analysis of how quality performance influences operational outcomes.
• Clear understanding of authority limits and governance processes - ensuring escalation and decision-making align with regulatory and company policies.
• Ability to support and influence the delivery of SLA and KPI targets - through robust quality monitoring, coaching, and performance feedback.
• Proven capability in call-handling or operational processing within the supported department - enabling accurate evaluation of consultant performance and quality outputs.
• Excellent knowledge of TCF (Treating Customers Fairly) principles and outcomes - and the ability to ensure these are embedded across call quality, coaching, and customer interactions.
• Strong time‑management and organizational skills - with the ability to prioritize quality workloads, audits, coaching sessions, and reporting requirements effectively.
• Highly developed interpersonal skills - supporting effective collaboration with Team Managers, Consultants, Trainers, and operational leaders.
• Exceptional communication skills, both verbal and written - essential for delivering feedback, producing quality reports, and communicating updates clearly and professionally.
• Experienced in customer complaint handling - with the ability to assess root causes and recommend appropriate corrective actions.
• Advanced analytical, problem‑solving, and decision‑making skills - including the ability to interpret complex quality data, identify trends, and apply creative solutions to varied issues.
• Ability to deliver and receive constructive feedback - fostering continuous improvement and supporting the development of others.
• Positive contributor to team culture - encouraging collaboration, open-mindedness, and shared ownership of quality improvements.
• Commitment to supporting both internal and external customers - ensuring a customer‑centric approach to all quality assessments and recommendations.

**Desirable skills/knowledge/experience:**

• Experience in leading or facilitating calibration sessions - across multiple stakeholders to ensure scoring consistency and quality alignment.
• Background in developing QA frameworks or scorecards - including updating evaluation criteria based on business changes or regulatory updates.
• Experience with quality‑focused tools and platforms - such as call‑listening systems, workflow tools, speech analytics, or data‑visualization dashboards.
• Project or change‑management exposure - including participation in initiatives that involve process redesign, system rollouts, or regulatory updates.
• Understanding continuous improvement methodologies - such as Lean, Six Sigma, or root‑cause analysis models.
• Experience collaborating with cross‑functional departments - such as Compliance, Complaints, Operations Support, Learning & Development, or Workforce Management.

**Rewards & Benefits**

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

**Diversity, Inclusion and Wellbeing**

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or email jennifer.long@tcs.com to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

**Beware of Fraudulent offers**

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

**Join us and do more of what matters. Apply online now.**

**IND1**