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Quality Coach- Dartmouth in Dartmouth, Nova Scotia at Concentrix

Date Posted: 2/14/2018

Job Snapshot

Job Description

 
Title: Quality Coach
 
Job Type:Full-Time
 
Reports To:Quality Manager
 
What we are looking for:This is a dedicated position that is responsible for monitoring and evaluating various contact types against established quality standards. The Quality Coach plays an important role in mentoring, role-playing and reinforcing good behaviors. Through various methods, assesses agent performance compliance and documents for management review.  Output is recorded to provide formal and informal feedback to the call center advisor. This role provides ad hoc technical support to the assigned team.  Participates regularly in calibration / assessment panel activities.
 
Education/Experience:High School Graduation or GED; Familiarity with CNX Quality measurements and general processes; Basic knowledge of Computer applications and MS Office products; 1-3 years experience in front line call center operations working as an advisor; Prior Quality Assessment / Coaching experience would be considered an asset.


 
Competencies:  
Adaptability
Is able and willing to adapt to changing priorities and responsibilities.  Able to adjust personal style to changing.  Maintains focus and intensity and remains calm, optimistic and persistent, even under adversity.
Communication
Able to clearly present information through the spoken word, influence or persuade others through oral presentation in positive or negative circumstances, listen well, able to clearly and effectively present ideas and to document activities, to read and interpret written information.
Cultural
Understands the Concentrix Culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical and respectful manner.
Job Knowledge
Knows, understand and appropriately applies the technical/soft skills, methods and processes required for the position.  can learn, retain and apply information to the job.  Keeps current with new and/or updated program information, trends and development in the field.
Leadership
Inspires, motivates, and guides others toward goal accomplishment.  Consistently develops and sustains cooperative working relationships.  Encourages and facilitates cooperation within the organization and with customer groups; fosters commitment, team spirit, pride and trust.  Skilled at building rapport.
Organization and Planning
Anticipates needs, determines priorities and establishes the appropriate courses of action, set goals.  Monitors performance towards goals and adjusts as necessary to facilitate goal attainment.  Able to organize/schedule people or tasks, develops action plans whiles being sensitive to time constraints and resources availability.
Problem Solving
Systematically breaks apart complex problems and identifies the underlying causes.  Identifies trends and sees causes and consequences.  Generates a variety of alternative techniques or methods to resolve issues and or solve problems.
Teamwork
The ability to work effectively with others to generate a positive, productive and informed work environment.  Is united for the collective purpose.

 
 
Specific Responsibilities:
  • Monitor recorded contacts and evaluate according to Phone Quality Standards categories (i.e. Technical, Procedural, Logging, Soft Skills and Programs)
  • Reinforces good behaviors through various methods (i.e.one to one coaching,  mentoring, role-playing, etc.)
  • Escalates ongoing performance coaching to Quality Manager and Team Lead for development of performance/coaching plans
  • Attend Joint Call Monitoring sessions (JCM) with client
  • Participates in internal and client calibration sessions
  • Develop and deliver roundtable presentations on a variety of topics
  • Take calls on queue during scheduled hours
  • May provide ad hoc technical support to team
 
Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy