Quality Coach

Responsibilities:

• Monitor inbound and outbound calls/activities and evaluate agents’ performance concerning the quality of service offered through different channels.
• Being able to handle multiple LOB’s (Call Center, Outbound, Digital Channels & Backoffice)
• Monitor either remotely or on a recorded basis and evaluates agents, team leaders’ performance (script, data, process consistency, product knowledge and behaviour) for all transactions to ensure quality of service.
• Compile and track performance for teams and individual level.
• Give recommendations for process improvements based on agent development and the customer experience and feedback.
• Record Quality Assurance results per transaction on a daily, weekly, and monthly basis.
• Provide supervisors with detailed, clear, and professional performance feedback.
• When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers.
• Provide voice of customer report, Analysing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guidelines.
• Assists in developing, creating, and implementing various quality processes, procedures and enhance the process flow.
• Perform coaching sessions on transactions monitored.
• Quality Certification for newly hired Agents.