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Job Description

•Main Objective: As a Quality Coach, you will be responsible for assessing the quality of support agents who interact with our existing and potential customers. The QA will monitor inbound and outbound calls and assess agents’ performance based on the QA guidelines for each after sales request. Quality Coach is responsible for delivering feedback and coaching to our agents and ensuring that Operation Managers and supervisors are aware of the evaluation and feedback. •Main Responsibilities: -Design the call center workflow and process -Document the guideline for the team member -Make recommendations for enhancements to training materials as needed -Monitor and evaluate agents using the Quality Guidelines for each case from beginning to end -Quality Coaches will have daily, weekly and monthly goals for the number of evaluations and feedback sessions that need to be conducted -Detect the customer concern against the call center interaction -Quality coaches will provide feedback to the gents directly, ensuring that operations managers and Supervisor are aware and involved in the continued development of each agent -Participates with the operation manger in the design of call monitoring templates and quality standards/scorecards -Performs call monitoring and provides trend data to the operations manager and supervisors -Participates in call calibrations to identify any problem areas and set clear call expectations -Coach call center agents on strengths and areas of opportunities to focuses on and areas of opportunity to improve agent’s performance