Team - Coach Quality - Customer Care

Designation: 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