Title: Quality Coach
Reports To:Quality Manager
What we are looking for:This is a dedicated position that is responsible for monitoring and evaluating various contact types against established quality standards. The Quality Coach plays an important role in mentoring, role-playing and reinforcing good behaviors. Through various methods, assesses agent performance compliance and documents for management review. Output is recorded to provide formal and informal feedback to the call center advisor. This role provides ad hoc technical support to the assigned team. Participates regularly in calibration / assessment panel activities.
Education/Experience:High School Graduation or GED; Familiarity with CNX Quality measurements and general processes; Basic knowledge of Computer applications and MS Office products; 1-3 years experience in front line call center operations working as an advisor; Prior Quality Assessment / Coaching experience would be considered an asset.
Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy