Quality Coach

Job Description

• Monitor remote/side by side calls.
• Monitor unusual occurrences, report follow-up procedures, and report daily, monthly, and year-to-date comparisons.
• Analyze customer complaints and bad ratings and set an action plan.
• Analyze quality scores and share the insights along with the action plan to improve QA scores and processes.
• Report the repeated offenders from quality or complaints point of view.
• Prepare the audit plan and ensure it appropriately addresses the audit objectives
• Delivering coaching sessions to agents and tracking the outcome of the coaching.
• Measuring the improvements to the monitoring process and the coaching given.

Job Requirements

• Bachelor’s degree
• Fluent English
• Minimum of 2 years experience in a similar role (call center environment) preferably in a multinational organization
• Knowledge of customer service principles and practices
• Excellent Ability in relevant computer applications (Microsoft Excel and PowerPoint).
• Advanced troubleshooting and multi-tasking skills
• Proven experience in managing large projects