Purpose of the job
Responsible for coaching the overall service quality and compliance of processes and procedures for all customer facing employees. Evaluates individual staff performance by regular work observation, maintaining performance scores and quality monitoring. Responsible for identifying training needs and identifying improvement needs in service processes and procedures. Work closely with Management in the development, implementation and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals.
Job Functions/Responsibilities
• Evaluates and records the quality and performance for all employees with customer interactions and all other quality assurance procedures and assist with call volume as needed.
• Provides data reports for performance reviews and incentive/rewards programs.
• Provides coaching/guidance based on audit findings and delivers actionable performance feedback to employees and Identifies adverse performance trends and patterns.
• Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
• Mentors newly hired employees to ensure a smooth transition into the production environment.
• Maintains a thorough working knowledge of policies, procedures, and benefits across all departments.
• Contributes to planning and participates in calibration sessions with other members of Management.
• Other duties as assigned by Management
Skills/Abilities
• Advanced English level Skills
• Familiarity with MS Office products, e-mail, quality control systems and office equipment
• Ability to be positive and motivate employees while strongly focusing on customer service
• Independent worker, as well as able to work in a team environment
• Analytical with the ability to work with complex procedures and department guidelines
• Strong time management skills
• Willing to learn monitoring and feedback principles for customer interactions
• Flexible with an ability to adapt to an ongoing changing environment highly desirable for the position
• Required to work effectively with professionals in other departments
Education/ Work Experience
• High school diploma or bachelor studies
• Minimum 1 year of call center quality coach experience.
Ciudad: todo el pais
