Call Center Performance Improvement Coach (English & Spanish) - RTO National

*This Is A Bilingual (English & Spanish) Role*

Objective

The Call Center Performance Improvement Coach will be highly motivated and detail-oriented for our Call Center Operations. The Specialist will be responsible for ensuring that all customer interactions are of the highest quality and meet our company's standards. They will also monitor and inspect established methods, propose measures to correct or improve production processes and provide coaching and feedback to agents to improve their performance. They will collaborate with the Operations Director, Manager and Supervisors to assist in coaching and will also partner with the Manager of Training and Development for alignment and to assist with upskilling needs.

Responsibilities

• Conduct regular quality monitoring and auditing of calls, emails, and SMS interactions to ensure that all customer interactions meet our company's standards for professionalism, accuracy, and compliance.
• Identify areas of improvement in agent performance and provide coaching and feedback to agents to help them meet their targets and improve customer experience.
• Develop and maintain a comprehensive quality assurance program that includes performance metrics, scorecards, and reporting mechanisms to track agent performance and identify trends or issues.
• Work collaboratively with other teams in the call center to address and resolve customer issues or complaints.
• Align with training for new and existing agents to ensure that they have the knowledge and skills required to perform their job effectively and meet our quality standards.
• Conduct coaching for agents in various departments

Knowledge & Skills

• Excellent analytical and problem-solving skills, with the ability to identify trends and issues and develop solutions to address them.
• Strong interpersonal and communication skills, with the ability to provide clear and constructive feedback to agents.
• Knowledge of quality assurance principles and practices, including scorecards, call monitoring, and performance metrics.
• Proficiency in using call center software and tools, such as quality assurance software, reporting systems, and customer relationship management systems.
• The ability to coach peers to improved performance

Competencies

• Analytical Skills
• Strategic Thinking
• Organization/Planning
• Follow-through
• High Standards
• Flexibility/Adaptation

Qualifications

Work Experience: Minimum of 4 years in a QA/Coaching position in a call center or similar role in a regulated environment, preferably collections (and/or financial services)

**Bilingual (English & Spanish) Required**

Physical Requirements

• Must be able to remain in a stationary position during the workday.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position frequently communicates with staff and customers who have inquiries. Must be able to exchange accurate information in these situations.
• Must be able to lift or carry up to 10 pounds on occasion.
• The person in this position will work in an office environment.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.