Overview
The Quality Coach plays a pivotal role in upholding and enhancing the quality standards of service delivery in a round-the-clock Customer Service Call Centre environment. This position is responsible for evaluating data entry accuracy and customer interactions across calls, emails, and chats, and for providing constructive feedback and coaching to the Customer Care (CC) agents. The ideal candidate will have a keen eye for detail, excellent communication skills, and a passion for driving continuous improvement in customer experience.
Ensuring Service Excellence through Continuous Quality Monitoring and Coaching
Responsibilities
- Quality Audits for Customer Interactions: Listen to, review, and assess inbound and outbound customer calls, email correspondences, and chat interactions for adherence to established quality guidelines, compliance, and process accuracy.
- Quality Audits for Data Entry: Review data for accuracy, completeness, consistency, and compliance.
- Feedback Delivery: Provide timely, actionable, and constructive feedback to CC agents based on audit findings, highlighting strengths and areas for improvement.
- Coaching & Development: Conduct one-on-one and group coaching sessions to help agents enhance their communication, data entry, problem-solving, and customer handling skills.
- Performance Reporting: Prepare and maintain quality scores, audit logs, and coaching records. Generate periodic reports for team leaders and management, identifying trends, and recommending action plans.
- Generate data entry KPIs include data accuracy rate, data completeness, turnaround time, error rate, and compliance with established procedures
- Process Improvement: Collaborate with Team Leaders, Trainers, and Operations Managers to update and refine quality frameworks and standard operating procedures, based on audit insights.
- Compliance Monitoring: Ensure all customer interactions comply with company policies, industry regulations, and data privacy guidelines.
- Calibration Sessions: Participate in regular calibration sessions with the quality team to ensure consistency and objectivity in quality assessments.
- Agent Engagement: Foster a positive and supportive environment that motivates agents to achieve quality and performance targets.
Key Skills & Competencies
- Excellent verbal and written communication skills in English (additional Indian languages is an advantage)
- Strong analytical and observational abilities
- Sound knowledge of customer service processes and quality standards
- Ability to deliver feedback in a clear, tactful, and motivating manner
- Proficiency in MS Office and call centre quality monitoring tools
- Good organisational and time management skills, with the ability to work in a 24x7 shift environment
- Team player with a positive attitude and a passion for continuous improvement
Qualifications
- Experience will the following applications: Microsoft D365, ServiceMax, Genesys if preferred.
- Graduate in any discipline (preferably in Business Administration, Communications, or related fields)
- Minimum 4 years of experience in a call centre environment, with at least 2 year in a quality monitoring & coaching
- Experience in auditing data entry, calls, emails, and chats is essential
Working Conditions
- Willingness to work in rotational shifts, including nights, weekends, and public holidays
- Ability to handle high volumes of audits and feedback sessions in a fast-paced, high-pressure environment
Career Path
Successful Quality Coaches may progress to roles such as Quality Manager & Training Manager within the Customer Service function, based on performance and organisational requirements.
