Quality Assurance Coach (8108) in Corona, CA at ARS

Date Posted: 8/8/2019

Job Snapshot

Job Description

Company: ARS/Rescue Rooter

CORONA CALL CENTER QUALITY ASSURANCE COACH 

 

ARS/Rescue Rooter National Call Center is actively seeking a focused and energetic Quality Assurance Coach to join the Call Center Team!

  • Accomplishes quality assurance objectives by training, scheduling, coaching, counseling, communicating job expectations; planning, monitoring, and reviewing job contributions
  • Builds rapport with call center staff through fair, active, and consistent communications
  • Implements and enforces call center policies and procedures to include updates and changes
  • Achieves quality assurance operational objectives by listening and scoring calls based on call quality specifications, contributing information, creating strategic improvement plans, providing feedback to employees, soliciting employee feedback and concerns, developing/preparing individualized action plans
  • Provides weekly, monthly, and annual data for performance reviews
  • Improves productivity, departmental KPI’s, call quality scores, efficiencies, and customer service standards; identifying trending deficiencies and resolving problems; completing audits
  • Develops quality assurance plans by identifying critical call flow issues and presenting to the management team for review
  • Validates quality processes by establishing call specifications and booking %’s based on departmental requirements; measuring overall call center production; documenting coaching plans and opportunities; writing and updating quality assurance procedures.
  • Collaborates with other members of the leadership and management teams to develop new hires and existing employees that are underperforming; critique training material as needed
  • Prepares quality documentation and reports by collecting, analyzing year over year data; summarizing information and trends including failed training processes
  • Collaborates with Team Leaders to update job knowledge by studying trends and developing improved quality management strategies
  • Increases skills and knowledge by participating in educational opportunities
  • Enhances department reputation by accepting ownership for accomplishing goals and exploring new opportunities to add value to job accomplishments.
Requisition ID: 018234-5909

Job Requirements

Quality Assurance Coach Skills and Qualifications:

  • Proven call quality/Quality assurance knowledge
  • Process improvement
  • Analyzing call quality and procedural data
  • Positive attitude, focused, attention to detail, thorough, accurate, ability to handle complex and escalated issues

Requirements:

  • Must have 3-5 years Quality Assurance experience
  • Must have prior call analysis experience
  • Must be a strategic planner
  • Must be proficient in Microsoft Word, Excel, and PowerPoint
  • Must be able to create pivot tables
  • Excellent verbal and written communication
  • Must demonstrate the ability to coach and provide consistent feedback to employees
  • Must be flexible with work schedule – working weekends and holidays is required
  • Previous call center experience a plus but not required
  • Experience with Avaya phone system, a plus

Position reports directly to Division Call Center Manager

Bonus and incentive plans included

We require background checks and drug tests on all employees. American Residential Services will consider qualified applicants in a manner and in compliance with the California Fair Chance Act (AB 1008). 

ARS/Rescue Rooter - Making it work! Making it right!

We are an equal opportunity employer

AA EOE M/F D/V