Contact Centre Quality Coach Job ID: 1214

Job Details:

CONTACT CENTRE QUALITY COACH

The focus of this role will be split between:

Coaching new agents to deliver a positive customer experience and achieve key performance metrics.
Call quality evaluation of inbound and/or outbound telephone inquiries to ensure accurate information is provided professionally, courteously and consistently.
Highlight behaviours that need attention to the managers.

Responsibilities

Conducts quality review of telephone representatives’ performance against a pre-set evaluation criteria set by the respective head of department to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
Retrieve and evaluate call recordings to be used for training, coaching, reference, verification and security.
Provides coaching, advice and guidance based on quality findings. Coaches newly hired representatives and delivers performance feedback to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
Issue monthly and adhoc reports and discuss reports with supervisors’ managers.
Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
Leading training and coaching sessions and assisting with content development for customer care training.
Audit representatives’ calls and/or correspondence, observing performance, techniques, and application of procedures to ensure quality service goals and standards are met and identify areas where improvement can be achieved.

Requirements:

Excellent communication (verbal and written) and listening skills in both Maltese and English.
Good reporting and analytical skills.
Ownership of company success and results driven.
Being customer focus and attention to detail.
Ability to plan and organise your own workload.
Ability to review escalated issues for coaching purposes.
A high degree of positive attitude, good influencing skills and the ability to motivate others.
Conversant in creating necessary reports on MS PowerPoint and MS Excel or other reporting tools.

Experience:

Training and coaching experience is a plus.
A track record of good quality performance.
At least one year experience working in a contact centre environment with good quality performance.

Kindly send your applications via email to Joelle Abela on [email protected] or else call on 27204518 for further details

Country: Malta
Region: Any Region

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