Quality Assurance Coach
hace 2 días
About Us
SmileDirectClub is a digital brand that empowers transformation by spreading smiles and positivity.
We're looking for passionate and confident team members who can help turn frowns into life-changing grins.
Job Description
As a Quality Assurance Coach, you will be responsible for ensuring customer service needs are met through coaching in a timely manner. You will provide coaching and feedback to Team Members (TMs) and leads on Quality Assurance (QA) trends and opportunities.
You will also prepare bi-weekly for hosting calibration meetings for other Contact Center Leads and Directors, champion our core values, and provide Take 5 updates to team members.
In addition, you will address customer and team needs in a timely manner, provide live support to team members, and assist in recommending constructive ideas for improving scripts, programs, and processes.
Qualifications
- Minimum 6 months of leadership experience
- Minimum 6 months of experience in the Contact Center
- Meet the program's main Key Performance Indicators (KPIs) for the last three months
- No disciplinary Actions for the last three months
- Strong SmileDirectClub knowledge and thorough understanding of protocols and procedures
- Technical skills: Microsoft Excel and Microsoft Outlook
- Problem-solving skills
- Organized and prioritization skills
- Outstanding customer service skills
- Time management skills
- Solid written and oral communication skills
- Leadership skills including staff development
Plus Qualifications
- Experience in Customer Service - Call Quality Audit - Inbound call monitoring (plus)
- Experience in Communication Delivery - Public Speaking (plus)
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