OnTrac
Position Title: Quality Assurance Coach Revised Date: 03/22/23
Department: Customer Service Team: Quality Assurance
Reports to: Training and Quality Manager Status: Non-Exempt
Supervisor: Quality Supervisor

Summary
Quality Coaches use a combination of live and recorded interactions, system information and side-by-side observations to determine customer calls/chats/SMS quality and effectiveness of customer contacts and interactions provided by advocates. Assist in establishing and ensuring the continued compliance of all Customer Care Standard Operating Procedures while providing regular feedback regarding the quality of service provided to customers by the Customer Care staff. Assist in training of new hires during in-class, as well review during interaction training/nesting. Build and maintain strong working relationships with Customer Care staff and Leadership to drive continuous improvements through consistent training, coaching, development, and motivational techniques.

Responsibilities:
1. Maintain and contribute to a safe work environment by adhering to policies and procedures as outlined in the Company Safety Program.
2. Remotely reviews interactions to evaluate Customer Care and Account Support staff to ensure performance meets established Corporate and Customer Care Teams’ policies, procedures and guidelines.
3. Provide verbal and written feedback to both management and customer advocates to promote improvement.
4. Provide coaching and development support to advocates via developed plans and strategies to increase knowledge levels and aid performance improvement.
5. Works with Leadership for additional training, coaching, or performance planning for advocates.
6. Act as a resource to advocates for products and services, system, website and other general inquiries.
7. Communicate with other departments via phones, e-mail and Teams in a clear, concise and professional manner to resolve pending customer or agent issues.
8. Supports and maintains a quality service culture within the Customer Care Team.
9. Communicates with advocates, team leads and managers in a professional manner, promoting the established culture.
10. Participate in team meetings and provide suggestions/feedback on Customer Care tasks/functions to identify process improvement opportunities to department Supervisor and/or Manager for review.
11. Complete special projects as assigned by the Training and Quality Manager or Quality Supervisor.
12. Performs any other task or assignment as deemed necessary by the organization.

Knowledge, Skills, & Abilities: This ideal candidate will:

• Have a preferred minimum of 2 years previous quality coaching or relevant experience within a Customer Care environment working directly with staff members in both group and one on one setting.
• Prior experience preferred in a training/coaching capacity for both new and experienced employees.
• Prior experience mentoring and coaching both new and experienced employees with an emphasis on motivation and employee development.
• Proven history of relationship building skills to increase morale while driving performance improvement.
• Ability to address performance opportunities in a personable, nonjudgmental, supportive manner to encourage staff towards excellence in Customer Service.
• Exceptional listening skills.
• Proven results-oriented experience in process improvement role directly involving employee participation.
• Ability to obtain a high level of system and product knowledge.
• Excellent oral and written communication skills.
• Strong ability to multitask on the computer using multiple programs and windows for extended periods of time.
• Strong attention to detail.
• Work effectively with team/work group to accomplish organizational goals.
• The ability to effectively present information and respond to questions.
• The ability to communicate and interface effectively with internal employees and external customers.
• The ability to read and apply common sense understanding to carry out instructions furnished in written or oral form.
• The ability to deal with problems involving a few concrete variables in standardized situations.
• The ability to prioritize, maintain flexibility and complete multiple tasks in a timely manner in a fast paced, multi-tasked environment.
• Tolerance for stress.
• Proficient in all MS Office software and custom company software.
• Strong data entry / typing skills (Including 10 key) with minimal error ratio.
• Organizational Relationship: Consults and coordinates with Customer Care Trainers, Customer Care Leadership Team and works closely with all Customer Care personnel.
• Work Environment: While performing the duties of this job, the employee will work in a fully remote environment.
• Physical Demands: Sit for long periods of time. Preferred: Type a minimum of 50+ WPM. Complete data entry for several hours throughout the day. Maintain effectiveness under moderately stressful situations.

Minimum Requirements:
Associates degree preferred; preferred two or more years related experience and/or training; or equivalent combination of both. Must be physically able to sit for long periods of time.
This is not necessarily an exhaustive list of responsibilities, skills, duties and working conditions associated with the job. It is intended to be an accurate reflection of the current job, however, management may revise job and tasks based on business needs including emergencies, staffing needs and workload.


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