Social Media Project - Quality Coach- English / Malay / Mandarin Speaking

Overview

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.

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.

Qualifications

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