Quality Coach

Summary

Join Homzmart, an end-to-end community connecting home professionals and homeowners, as a Quality Assurance specialist. Monitor and evaluate agent performance across various channels (call center, outbound, digital, back office), ensuring quality service. Compile and track performance data, provide feedback to supervisors, and recommend process improvements based on agent development and customer feedback. Conduct mystery calls, analyze customer complaints, and assist in developing quality processes. Your responsibilities include coaching agents and providing quality certifications for new hires. This role requires at least two years of experience in customer operations and strong communication, data analysis, and problem-solving skills.

Requirements

• Experience not less than 2 years in the same field- Customer operations
• Very good communication skills, both written and verbal
• Excellent data collection and analysis skills
• Good monitoring skills
• Good problem-solving skills
• Good knowledge of Microsoft Office (Excel – PowerPoint)

Responsibilities

• Monitor inbound and outbound calls/activities and evaluate agents’ performance concerning the quality of service offered through different channels
• Being able to handle multiple LOB’s (Call Center, Outbound, Digital Channels & Backoffice)
• Monitor either remotely or on a recorded basis and evaluates agents, team leaders’ performance (script, data, process consistency, product knowledge and behaviour) for all transactions to ensure quality of service
• Compile and track performance for teams and individual level
• Give recommendations for process improvements based on agent development and the customer experience and feedback
• Record Quality Assurance results per transaction on a daily, weekly, and monthly basis
• Provide supervisors with detailed, clear, and professional performance feedback
• When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers
• Provide voice of customer report, Analysing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guidelines
• Assists in developing, creating, and implementing various quality processes, procedures and enhance the process flow
• Perform coaching sessions on transactions monitored
• Quality Certification for newly hired Agents

Preferred Qualifications

Experience in E-commerce is an advantage