Job Title: Quality Coach - 6 Months FTC
City: Norwich
State/Province: Norfolk
Posting Start Date: 7/14/26
About Servaada, a Wipro company:
Servaada is Wipro UK entity, authorised by the Financial Conduct Authority (FCA), the UK financial services regulator, to undertake regulated activities on behalf of its clients, as an outsourced service provider.
About the Role:
Servaada, a Wipro company is looking for a Quality Coach. This is a new role which will be at the heart of the growth agenda for the organisation. The Quality Coach will be the custodian of quality customer outcomes, by reviewing in line with the quality framework the outcomes / communications delivered to our customers, supporting operational change and transition activities, providing good quality feedback and proactive coaching and the promotion of ownership to continually improve customer satisfaction.
The is a 6 months Fixed Term Congtract role, and an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.
Y͏our Benefits:
As a Quality Coach you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.
Responsibilities:
Check the quality and accuracy of customer response in line with the quality framework and in a timely manner in line with SLA’s, approving, or rejecting this work depending on its fitness for purpose, accuracy, and compliance both with external regulations and internal process rules, considering the whole customer journey to date, including any need for urgency or solutions to cater for vulnerability
Complete telephone call critiquing to the agreed quality framework standards, providing coaching and feedback where required to ensure customer outcomes are continually improved and colleague competency meets the needs of our customer requests
Coach and support customer service colleagues in the completion of good quality, compliant customer outcomes via the customer channel of choice, targeting any areas for training or improvement and ensuring accurate information is input and maintained on the administration system
Support coaching of new recruits in to either the company or the team - in how to deliver service excellence and support in their learning and development by sharing knowledge and best practice
Identify trends revealed from quality checks, breaches and complaints and recommend to the team leader and process owner, ways to improve quality at individual team member level and at process level
Authorise contractual policy transactions, in line with our Company Authority Database, demonstrating segregation of duty and quality feedback where errors are made
E͏ssential Skills:
Aptitude to pass knowledge and skills onto other colleagues in a collaborative, supportive way, building positive learning relationships
Checking accuracy and attention to detail and ability to maintain consistent quality over a sustained duration
Ability to work under to time and quality
Proven ability to adapt to change
A high level of computer literacy
Ability to impart through feedback and coaching, key learns and recommendations to change practice or improve competence
Good interpersonal and communication skills with a flexible style to cater for different colleague needs
Self-motivation, self-awareness, and positivity so that all team members always see a role model
Judgement skills in identifying, interpreting, and scoping problems and improvement opportunities
D͏esirable Skills:
Computer literacy and willingness to learn new systems and technologies
Experience of working in a financial services company
Thorough knowledge and understanding of customer conduct and Treating Customers Fairly (TCF) principles
Experience of working in a customer services environment
Knowledge of regulatory and legislative requirements pertaining to Life and Pensions
Any further business-related experience or higher education qualifications will be an advantage though not essential
Any coaching skills or qualifications would be preferable though not essential
CII (Chartered Insurance Institute) learning, and experience undertaken or in progress
Personal Attributes:
Highly organised with the ability to manage multiple tasks and deadlines effectively
Strong attention to detail, ensuring accuracy in all client documentation and communications
Proactive and self‑motivated, able to anticipate needs and take initiative without constant direction
Resilient and adaptable, able to remain calm and composed when handling competing priorities
Team-oriented, contributing positively to collaborative working environments
Problem-solving attitude, able to identify issues quickly and offer practical solutions
Application of Individual Conduct Rules:
Standard of conduct is reasonable under all circumstances relating to
Must act with integrity
Must act with due skill, care and diligence
Must be open and cooperative with the FCA and other regulators
Must pay due regard to the interests of customers and treat them fairly
Must observe proper standards of market conduct
Must act to deliver good outcomes for retail customers
Equal Opportunities:
Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.
