Quality Coach

Responsibilities :
• Monitor & score all types of customers’ transactions remote & side by side based on the Quality Monitoring Forms.
• Coach errors (non-critical and critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls.
• Create and update call scenarios for new and existing accounts.
• Prepare the audit plan and ensure that it reaches the objectives.
• Maintain professionalism and monitor the improvement activities in the department.
• Delivering coaching to agents and tracking the outcome of the coaching.
• Measuring the improvements regarding the monitoring & coaching process.
• Creating the weekly and monthly presentations.
• Provide structured feedback and coaching data to the management on a weekly basis.
• Participate in Calibration Sessions and Quality Meetings.
• Escalates repeated defects to management.