AddressDesignation: Team Coach Quality
Main Responsibilities:
- Maintain and develop internal support and call center quality assurance standards;
- Review a subset of support agents' conversations (calls, emails, chat, etc) on Kapture/Ameyo;
- Assess support interactions based on established quality standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics (e. g. CSAT, FRS, Quality) and how the support team/call center performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help the team improve agent performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team's performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner.
Requirements:
- Minimum 3 years experience in the customer service role; minimum 2 years as Quality team coach/ lead
- Proven track record of analytical skills;
- Hands-on experience in quality assurance;
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, knowledge of goal-setting practices;
- Examples of data visualization abilities and understanding of support metrics;
- Perception of basic business metrics and how support impacts those;
- Problem-solving capabilities to create meaningful strategies to improve support quality.
What We're Looking For:
- People with an endless curiosity and hunger to learn
- Operators obsessed with customer experience
