Quality & Insights Coach

Job Description Summary: The Quality & Insights Coach is a trusted expert that works with operations leaders and various business partners to ensure call center quality. The position is responsible for the development and integration of quality management programs and multiple related projects to achieve strategic business objectives. The incumbent will manage and develop a team of Quality & Insights Analysts as well as work with operations leaders to stay aligned with Customer Solutions initiatives.

The Quality & Insights Coach is a trusted expert that works with operations leaders and various business partners to ensure call center quality. The position is responsible for the development and integration of quality management programs and multiple related projects to achieve strategic business objectives. The incumbent will manage and develop a team of Quality & Insights Analysts as well as work with operations leaders to stay aligned with Customer Solutions initiatives.

What you will do:

• Provide guidance on policy and procedures as well as scoring best practices.
• Provide expertise in the planning, facilitation, and organization of quality initiatives with QA and operations leadership.
• Create an inclusive environment which embraces and derives value from diversity and change.
• Continually conduct needs assessment to design and develop quality initiatives.
• Attend, observe and facilitate daily, weekly, monthly quality and leadership calibration sessions to develop front-line leaders.
• Facilitate the implementation and education on new Quality tools and resources available to contact center management and employees.
• Identify opportunities within the customer interaction experience and partner with operational leaders to conduct training as needed.
• Manage multiple cross-functional quality and performance support projects.
• Hold stakeholders accountable for actions in the implementation and development of new tools and processes.
• Partner with stakeholders to solve problems and remedy issues of decreased quality and efficiency.
• Periodically collaborate with operational leadership to ensure the success of Quality programs locally.
  
  

Experience:

• Knowledge of Asurion principles and processes to provide customer impacting feedback to Quality & Insights Analysts.
• Excellent organizational and problem-solving skills.
• Superior public speaking, interpersonal, and written communication skills.
• Knowledge of quality metrics and methods.
• Leadership experience preferred.
• Microsoft Suite expertise.
• Superior time management skills.
• Ability to navigate conversations with key stakeholders including senior managers and directors.
• Proven track record of providing deliverables and delivering results.
• Ability to effectively prioritize work.
  
  

Qualifications:

• Bachelor’s Degree OR equivalent combination of education and experience.
• 2+ years hands-on experience in a technical call center environment.
• 2+ years leadership experience in a shared services/call center environment managing telco/sales program
• 2+ years quality assurance experience in a call center environment preferred.
• 2+ years experience with administrative duties including submitting IT tickets and managing data.