Customer Service | Quality Coach

Overview

The purpose of a Quality Coach is to instruct, encourage, and inspire the CSRs to meet and exceed their Standards of Excellence, thus promoting continuous improvement no matter where they stand.  This is accomplished by giving constructive feedback, coaching, and leading by example. CSRs will likely view you in a mentoring role.  As such, it is imperative that you keep and maintain the highest standards of professionalism. The quality coach meets with team members on a regular basis to provide feedback and correction when needed. 

Responsibilities

As a Customer Service - Quality Coach, you will:

• Pull monthly resident interactions (calls/chats/emails) and provide scoring and feedback
• Provide live coaching feedback to team members to gauge their performance
• Handle client complaints from other departments, review complaints, and provide followup info
• Perform monthly calibration meetings to ensure scoring is in consensus with leadership
• Update KB articles as required due to changes in call policy and procedures
• Provide additional trainings as needed
• Provide email/chat support as volume dictates
• Any additional responsibilities added due to department changes

Qualifications

• High School Diploma or GED Equivalent
• 6 months with department preferred
• High attention to detail and grammar
• Able to provide constructive feedback and simple explanations
• Excel/Sheets proficiency
• Time management skills for daily/weekly/monthly tasks and goals
• Communication skills for alerting leadership to department issues
• Initiative to provide new ideas/training to department