Coach

Job Summary

The Quality Advocate Coach I is responsible for the quality review of inbound and / or outbound telephone and email inquiries of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently.

Also, audits phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines.

Job responsibilities are specific to the department the Quality Assurance Coach is assigned to. This position reports to the Supervisor of Quality and Workforce. :

Qualification Responsibilities :

• Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and / or identify areas where improvement can be achieved.
• Audits representatives' inbound phone calls they have with customers, observing performance, techniques, and application of guidelines and procedures.
• Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
• Coordinates with Supervisor to ensure appropriate number of audits is performed for each phone representative.
• Evaluates and records the quality and performance during each interaction.
• Identifies adverse performance trends and patterns.
• Investigates findings from customer surveys and provides feedback based off those findings.
• Provides input in the development of additional training or policy and procedure changes that may be required to enhance service productivity.
• Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in policies and procedures.
• In periods of excessive call volume, assists by handling customer interactions.
• Participates in meetings, calibrations, presentations or other designated special projects as assigned.
• Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Provides feedback for training opportunities based off findings.
• Other duties as assigned.

Qualification Requirements :

• Education : High School Diploma is required. Associate Degree or higher is preferred.

Job Skills & Knowledge :

Ability and willingness to learn new software applications.

• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to be highly organized with an emphasis on accuracy and timeliness.
• Ability to organize information and have attention to detail and accurately follow procedures.
• Ability to work alone and with others in a team environment.
• Ability to work in a routine manner, sometimes repetitive tasks by nature.
• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments.
• Ability to sit the entire work day viewing a computer monitor as calls are quality reviewed.
• Experience monitoring IB / OB customer interactions and providing feedback preferred.
• Ability to proficiently use all MS Office products.
• Desire to continue self-improvement and have an always improving attitude.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or employment@emp.

shentel.com . When you contact a HR Representative please identify the type of accommodation or assistance you are requesting.

We will assist you promptly.

For technical issues with the website, please contact employment@emp.shentel.com . EEO is the Law and Pay Transparency Other details

• Job Family Customer Service
• Job Function Incumbent Cable
• Pay Type Hourly

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Last updated : 2024-08-13