Quality Improvement Coach

The Quality Improvement Coach will play a critical role will play a critical role in ensuring that our staff deliver exceptional customer service and maintain high-quality standards in all interactions. The ideal candidate will have a strong background in call center operations, quality assurance processes, and coaching techniques, with a passion for driving continuous improvement and excellence in customer service delivery.

• Utilize call monitoring and quality assurance tools to assess agent performance, identify areas of success, identify areas for improvement, and provide constructive feedback and coaching;

• Provide and conduct regular one-on-one coaching and mentorship to team members to help them improve their performance, achieve targets, and maximize their potential by identifying strengths, weaknesses, and areas for improvement;

• Develop and implement customized coaching plans and strategies tailored to the needs of individual team members, focusing on areas such call handling skills, communication effectiveness, product knowledge, and adherence to scripting and policies;

• Act as a resource and mentor to staff by providing ongoing support, guidance, and encouragement to help them succeed in their roles and achieve performance targets;

• Maintain a positive and supportive coaching environment, celebrating success, fostering a culture of accountability, collaboration, and continuous learning;

• Keep accurate records of coaching sessions, performance evaluations, and progress reports for team members, and provide regular updates to leadership on coaching activities and outcomes;

• Work closely with leadership to establish clear goals, objectives, and performance metrics for individual team members, and monitor progress towards achieving goals;

• Provide feedback and recommendations to management regarding strategies for optimizing business processes, improving team effectiveness, and achieving staff growth objectives;

• Act as a liaison between the training department and other departments within the organization to ensure alignment and collaboration on key initiatives and objectives.

• Minimum of 3 years Utility or Call Center Experience or combination thereof.;

• Experience in call center operations, quality assurance, or related roles, with a strong understanding of call center processes, business processes and procedures, and customer service principles.

• Knowledge and Abilities

• Strong coaching and mentoring skills, with the ability to motivate and inspire team members to achieve their goals;
• Excellent communication and interpersonal skills, with the ability to effectively engage with individuals at all levels of the organization;
• Analytical mindset with the ability to assess performance metrics, identify trends, and make data-driven decisions;
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously;
• Proficiency in Microsoft Office Suite: including Word, Excel, and Visio;
• Ability to learn priority software and training programs quickly.

• Physical Requirements:

• Occasionally lift and carry up to 25 pounds;
• Frequently stand and walk;
• Occasionally kneel;
• Frequently push and pull objects;
• Frequently rotate upper trunk to the left or right while sitting or standing;
• Frequently reach above, at or below shoulder height;
• Frequently handle objects.