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Job description / Role
We are currently looking for a Quality Coach to measure and evaluate the performance of the customer service representatives who come in direct contact with the company's consumer base. The main goal is to ensure objectives are being met so that the company maintains operations at an optimal level. The Quality Coach use tools like call monitoring and audio recording software to evaluate representatives' performance metrics and assist upper management with discovering weaknesses and rewarding strengths in customer service.
• Regular monitoring of agent calls and scoring calls according to the quality standard, fulfilling quota for monitoring, scoring and coaching. Quotas will change as business needs require
• Coach advisors, setting & highlighting SMART goals, to improve quality performance.
• Effectively coaching quality results both written and verbal to agents of varying personality types and learning styles and tracking improvement.
• Meet and discuss results with Leaders to assist with the performance evaluation process for skill improvement. Identifying advisors who would benefit from additional support and those who are exceeding.
• Observe trends and make recommendations for improving work processes in the organization. Maintain and make available for regular review, quality reports and files at agent, team, and call center levels
• Attend to tasks as requested by area manager
Requirements
• Proven experience as quality inspector or relevant role
• A keen eye for detail and a results-driven approach
• Responsible and trustworthy
• Familiarity with quality system
• Thorough knowledge of quality control standards.
• Working knowledge of MS Office
About the Company
Founded in 2012, with a cloud technology platform and digital-only approach, Fetchr was born to disrupt the traditional supply chain model.
Fetchr understands what it takes to succeed in the rapidly changing digital world we operate in today.
That’s why our positioning, predictive and machine learning technologies are so uniquely equipped to meet the transport and shipping demands of the generations.
Agility, flexibility, reliability and service customization are part of the Fetchr DNA.
Joining the Fetchr logistics family ensures a seamless brand experience throughout the journey.