QA Coach

General Responsibilities

The role of the QA Coach is to instill a high level of customer care standards within our team, with the aim to improve our customer satisfaction. Each and every customer touch point should shine ensuring our customers only speak positively about their experience with the customer care team. You will analyze customer interactions, present your findings to the Senior QA Lead and coach our team, along with other ad-hoc tasks relating to the improvement of soft skills and the administration behind the work. Acting as a role model by demonstrating and ensuring all policies and procedures are being followed.

Daily Duties

1. Review Customer Satisfaction (CSAT) surveys for better analysis of knowledge gaps and to improve customer experience, including (but not limited to) Red Alert and Green Alert channels and assist Management Team on best actions.
2. Evaluate customer care screen recording interactions both randomly and as a consequence of the customer survey results.
3. Achieve monthly QA targets as a team effort.
4. A large portion of your QA should be completed side by side or remote monitoring allowing agents to have live coaching.
5. All agent trends should be addressed with the agent's Team Leader and should result in coaching with the agent.
6. Provide quality scores and feedback to team leads to discuss areas of improvement with their agents and opportunities for coaching.
7. You should have a strategy to improve our customer care experience, you are encouraged to investigate what other companies and markets do well, what is the best practice and showcase your known experience.
8. Play an integral role in improving CSAT and help the Customer Care department achieve KPIs set by management.
9. Participate in calibration sessions; prepare and complete reports. Collaborate frequently with the global QA team.
10. Deep dive into lowest-performing wrap codes/queries to identify coaching opportunities on an agent and department level as well as identify gaps in the process.
11. Work with the TQA Team and Team Leaders to win awards for Customer Service.
12. Track all your work in assigned sheets and documents and provide reports of outcomes of work done.

Coaching & Training

1. 100% competency as a Customer Care Agent, have a thorough understanding of customers' needs and product knowledge requirements. Manage your knowledge by being on queue for a minimum of 2 hours a week.
2. Provide support to the Training & Quality Manager/Trainers when onboarding new employees through nesting support and in the Quality training module. Support a culture of learning and high-quality customer experience to meet or exceed a quality customer experience satisfaction score.
3. Assist the Senior QA Lead in keeping all canned responses and scripts up to date and accurate in Purecloud. Oversee canned response slack channel.
4. Identify common questions and pain points for agents and report them to the Senior QA Lead to work on improving this experience for the agents.
5. Identify new procedures and resources required and provide this feedback to the Senior QA Lead/TQA Manager.
6. Provide one-on-one coaching and group training sessions for agents based on your findings from the QA evaluations.
7. Support the Senior QA Lead with the management of Brand Tone and Soft Skill training.

Communication & Employee Engagement

1. Provide the team with regular techniques to improve their soft skills, phrasing and AHT.
2. Communicate to the CC Leaders critical callback or Red Alert feedback ensuring everyone is across any PR or brand critical topics.
3. Maintain and update the Help Centre regularly; all information provided to the customer must be accurate and relevant.
4. Work with the Team Leaders & Rostering Coordinator to ensure coaching sessions are documented and held at appropriate times that do not negatively impact the overall center performance.
5. Celebrate great performance in slack shout outs.

Reporting

1. Provide Team Leaders with accurate performance management documentation for all agents in reference to quality.
2. Provide the CC Leadership Team with a weekly report showing your findings and implementations.
3. All QA evaluations must be recorded accurately in PureCloud and related sheets.
4. All Coaching and other tasks must be documented according to team processes as assigned by Senior QA Lead.

Skills & Attributes:

1. High attention to detail.
2. High level of product and system knowledge.
3. Exceptional standard of Customer Experience, with a passion for making sure every customer experience is perfect
4. High level of computer skills (especially MS Excel).
5. Confident and articulate communication skills.
6. Can do attitude, going the extra mile for the customer and our agents.
7. Adapt quickly to any changes in the process.
8. Ability to implement and integrate continuous improvements as outlined by the Manager.
9. Ability to work to deadlines.
10. Ability to produce accurate and engaging materials in a timely manner.