Position Summary:

The Quality Coach provides support and Interaction monitoring support (as applicable) for a program or a vertical account either within a site and/or across multiple locations. This incumbent will conduct both Process Level and/or Agent Level contact Interactions between a Contact Center Representative and our client’s End User. This individual is responsible for the accuracy of evaluations, interaction assessment. Additionally, this individual contributor influences agent development through effective coaching and development. The Quality Coach is responsible for the proactive identification of agent level performance related opportunities by Interaction Monitoring Results. A Quality Coach is also responsible for agent level action planning, quality presentations and agent training on Quality-Related topics.

Job Requirements:

• Superior written and verbal communication skills and presentation skills.
• Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
• Team-oriented
• Ability to manage and develop a team across multiple sites, virtual team experience
• Self-motivated
• Performance-oriented
• Excellent oral and written communication skills, in English / Malay or Mandarin.
• Ability to build rapport and work effectively with all levels of management and clients.
• Excellent communication and organizational skills
• Understand and comply with all company and departmental rules and regulations, policies and procedures
• Exceptional ability to read, write, and communicate in English or language required
• Must have the ability to perform basic math skills
• Skills in establishing and maintaining effective working relationships with staff and customers
• Must be a self-starter, organized, detailed oriented
• Must be able to handle multiple projects simultaneously & be receptive to change
• Must be comfortable in a technical environment
• Strong knowledge of the applicable client account is required
• Strong Customer Service/Retention/Sales/ Technical Support skills.
• Knowledge of Excel, and Outlook software/programs
• Works well in a team environment, a good communicator, pays close attention to detail, is deadline driven
• Proven Past Performance Associated With Current Quality guidelines
• Works well under pressure.
• Has a desire to assist others to reach personal goals.
• Understanding of all company policies and confidentiality.
• Flexible to work any shifts within department hours of operation.

Overall Responsibilities:

• Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees to share
insights, troubleshooting and improvement strategies.
• Participate and contribute to company projects and developmental meetings.
• Coach agents on a daily, weekly and monthly basis to Quality improvement
• Conduct Supervisor Interaction Audits
• Conduct Process and Agent Level Interaction Monitoring
• Ensure consistent application of the quality process/system.
• Attend and/Facilitate Client Calibration or monitoring sessions.
• Facilitate Quality training and/or initiatives
• Conduct assessments, spot-checks/Internal audits to assess quality standards and send out alerts to propose improvement in processes
• Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement.
• Monitor agent quality on a daily, weekly, and monthly basis
• Develop and maintain quality reports at agent, team, and call center level
• Assist in developing and streamlining Quality procedures.
• Provide written and verbal feedback to agents on all completed evaluations.
• Attend Calibration Sessions
• Handle End User Interactions as required
• Maintain working knowledge of policies and procedure & Perform Root Cause Analysis and identify trends.