Quality coach

Quality Coach Analyst

The Quality Coach typically focuses on improving the effectiveness of the Customer Support Team and meeting their KPIs; this role plays a key one in creating a positive environment in the CS Team. Instead of observing, providing feedback and telling an agent what to do, the quality coach and the agent work together as partners. Good coaching focuses on helping customer success agents understand the bigger picture and then set their own agenda for fulfilling long-term objectives.

 Quality Coach - Role and Responsibilities

• Main responsibility is to conduct quality audits to check each item for accuracy according to pre-determined guidelines.

·       Provide written and verbal feedback/coaching to individuals on findings.

·       Provide feedback on quality results to team leads and representatives.

·       Provide detailed, accurate and timely written feedback documentation to managers monthly or as required

·       Maintain a thorough knowledge of processing procedures and appropriate support files on all lines of business.

·       Attend all necessary training classes for new processes.

·       Inform team leads of employees having trouble in meeting and maintaining quality objectives and assist employees with quality issues when identified by TLs.

·       Maintain communication with management regarding developments within areas of assigned responsibilities and perform special projects as required or requested.

·       Identify training and development needs within the project alongside the designated trainer

·       Enter the data into PlayVox and produce individual Performance Reports as requested.

·       Maintain complete confidentiality of agent’s results

Skills:

• Interpersonal skills that enable you to work with people at all levels, motivate others and change people's attitudes when necessary
• Written and spoken communication skills that allow you to inform and advise others clearly
• Problem-solving and negotiation skills
• Maturity and professional posture
• Initiative and the ability to offer new ideas
• Self-confidence and the ability to impose
• Organizational and planning skills to manage the time and to meet deadlines and objectives
• Good time-keeping skills to enable you to effectively manage training schedules
• Personal commitment to improving your own knowledge and skills.