Overview
Position Summary:
The Quality Coach provides support and Interaction monitoring support (as applicable) for a program or a vertical account either within a site and/or across multiple locations. This incumbent will conduct both Process Level and/or Agent Level contact Interactions between a Contact Center Representative and our client’s End User. This individual is responsible for the accuracy of evaluations, interaction assessment. Additionally, this individual contributor influences agent development through effective coaching and development. The Quality Coach is responsible for the proactive identification of agent level performance related opportunities by Interaction Monitoring Results. A Quality Coach is also responsible for agent level action planning, quality presentations and agent training on Quality-Related topics.
Qualifications
Job Requirements:
• Superior written and verbal communication skills and presentation skills.• Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook• Team-oriented• Ability to manage and develop a team across multiple sites, virtual team experience• Self-motivated• Performance-oriented• Excellent oral and written communication skills, in English & Mandarin• Ability to build rapport and work effectively with all levels of management and clients.• Excellent communication and organizational skills• Understand and comply with all company and departmental rules and regulations, policies and procedures• Exceptional ability to read, write, and communicate in English or language required• Must have the ability to perform basic math skills• Skills in establishing and maintaining effective working relationships with staff and customers• Must be a self-starter, organized, detailed oriented• Must be able to handle multiple projects simultaneously & be receptive to change• Must be comfortable in a technical environment• Strong knowledge of the applicable client account is required• Strong Customer Service/Retention/Sales/ Technical Support skills.• Knowledge of Excel, and Outlook software/programs• Works well in a team environment, a good communicator, pays close attention to detail, is deadline driven• Proven Past Performance Associated With Current Quality guidelines• Works well under pressure.• Has a desire to assist others to reach personal goals.• Understanding of all company policies and confidentiality.• Flexible to work any shifts within department hours of operation.
Responsibilities
Overall Responsibilities:
- Monitoring Agent Interactions: Reviewing recorded or live calls/chats for quality assurance based on pre-defined scorecards or criteria.
- Conducting Evaluations: Assessing agent performance for accuracy, compliance, tone, customer service effectiveness, and procedural adherence.
- Coaching Sessions: Holding daily or weekly 1-on-1 coaching sessions with agents to provide feedback and guidance for improvement.
- Reporting: Compiling quality reports for individual agents, teams, and call center performance trends.
- Call Calibrations: Attending calibration sessions with internal teams and clients to ensure consistent evaluation standards.
- Process Improvement: Identifying performance trends, analyzing root causes of quality issues, and recommending process enhancements.
- Training Facilitation: Leading training sessions or briefings related to quality assurance, client updates, or process changes.
- Collaboration: Engaging with Operations Managers, Supervisors, and Quality Managers to align on performance goals and improvements.
- Supervisor Audits: Randomly evaluating supervisor-reviewed calls for consistency and accuracy.