K964 | Quality Assurance Coach - Xe

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.ResponsibilitiesEvaluates and records the quality and performance for all employees with customer interactions and all other quality assurance procedures and assists 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.Continually calibrates QA checklists by department with the cooperation of departmental management staff.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.QualificationsStrong knowledge of call center quality and monitoring principles.Proficient in MS Office products (Word, Excel, Outlook, and PowerPoint).Willing to learn monitoring and feedback principles for customer interactions.Ability to actively listen to live and recorded calls.Languages: English (native or close to native), Spanish, and other languages will be an advantage.#J-18808-Ljbffr