Quality Assurance and Coaching Specialist

Responsibilities:

• Quality Assurance Program Development: Design, implement, and manage a comprehensive quality assurance program for the collections and customer response team, including defining key performance indicators (KPIs), quality standards, and evaluation criteria
• Performance Monitoring and Evaluation: Monitor and evaluate the performance of team members through call monitoring, performance metrics analysis, and review of customer interactions to assess adherence to quality standards, regulatory compliance, and customer service excellence.
• Quality Assurance Audits: Conduct regular audits and evaluations of customer interactions, including phone calls, emails, and written correspondence, to identify areas for improvement, compliance issues, and training needs.
• Feedback and Coaching: Provide constructive feedback and coaching to team members based on quality assurance evaluations, performance metrics, and identified development areas, with a focus on enhancing communication skills, customer service techniques, and compliance with company policies and procedures.
• Training and Development: Collaborate with training and development teams to design and deliver targeted training programs, workshops, and coaching sessions to address identified skill gaps, promote best practices, and support ongoing professional development for team members.
• Process Improvement Initiatives: Identify opportunities for process improvement, efficiency gains, and customer experience enhancement within the collections and customer response team and work cross-functionally to implement and evaluate improvement initiatives.
• Quality Reporting and Analysis: Prepare and present regular reports and analysis on quality assurance performance, trends, and actionable insights to senior management, highlighting achievements, areas for improvement, and recommendations for enhancing team effectiveness and efficiency.

Requirements:

• Bachelor's degree in business, communications, or a related field; relevant certifications in quality management or customer service preferred.
• Proven experience in quality assurance, coaching, or training roles, preferably in a contact center or customer service environment.
• Strong understanding of quality assurance methodologies, performance metrics, and compliance requirements, with the ability to develop and implement effective quality assurance programs and initiatives.
• Excellent communication, interpersonal, and coaching skills, with the ability to provide constructive feedback, motivate team members, and drive performance improvement.
• Analytical mindset with strong problem-solving skills, attention to detail, and the ability to analyse data, identify trends, and make data-driven recommendations for process improvement.
• Proficiency in using quality monitoring tools, CRM systems, and Microsoft Office applications for data analysis, reporting, and communication.

Working Conditions:

• This position may require occasional evening or weekend work to accommodate team schedules and meet project deadlines