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Quality Coach

Req #: CNX00047456
Location: Daleville, IN US
Job Category: CRM

Quality Coach

 

Role Overview:

The Quality Coach is responsible for the quality review of inbound and/or outbound phone, chat, and/or email contacts of contact center agents to ensure accurate information is provided professionally, courteously and consistently. Also, audits phone/chat/email interactions for compliance with internal and client policies, procedures, and applicable regulatory guidelines. This position reports to the Regional Quality Manager.

 

Responsibilities:

Sample and evaluate end-user transactions, i.e. telephone calls, emails, and web for accuracy and conformance to quality standards

Report results of evaluations to appropriate stakeholders on a weekly or monthly basis as required

Achieve departmental productivity requirements including number of transactions monitored per month, per agent, and on schedule

Facilitate and/or participate in internal and client calibration sessions with quality and leadership staff as required

Facilitate remote monitoring sessions as needed

Provide effective agent coaching to improve performance

Reinforce good behaviors through various methods (i.e. mentoring, role-playing, etc.)

Escalate ongoing performance coaching to Team Leader for development of performance plan and assist Team Leader in developing coaching plans

Maintain quality scoring forms and definitions as required

Provide recommendations to improve agent performance through changes in process flows, scripting, etc.

Participate in internal quality audits as needed

Demonstrate mastery and comprehension of client’s quality standards

Maintain understanding of operation while process monitoring

Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals

Maintain close linkage to trainers to drive operational success

Provide reporting and analytical support, as needed, to leadership and management team

Attend and participate in all meeting required by client and management team

Maintain productive customer facing time for 50% of scheduled hours

 

 

Requirements:

All Requirements of CSRs, as well as:

Ability to use monitoring tools and reporting software/applications

Analytical and process improvement skills

Effective feedback and coaching skills

Strong interpersonal skills / Performance-oriented

Sound organizational skills

Ability to respond to changing environment

MS Office skills, including excel, powerpoint, and word

Minimum of 90 days experience as an agent

Pass required management training 

 

Requirements:

All Requirements of CSRs, as well as:

Ability to use monitoring tools and reporting software/applications

Analytical and process improvement skills

Effective feedback and coaching skills

Strong interpersonal skills / Performance-oriented

Sound organizational skills

Ability to respond to changing environment

MS Office skills, including excel, powerpoint, and word

Minimum of 90 days experience as an agent

Pass required management training 

 

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