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Quality Coach

Job Introduction

The Quality Coach will provide on-going training and ensure that service standards are being met. He/she will monitor operational and quality reports and outcomes and, based on the findings, customize and administer training content to achieve desired outcomes.

The Quality Coach will also provide feedback on performance and identify areas of improvement for the call center associates.

Role Responsibility

The Quality Coach will be responsible for the following activities:

  • Monitor KPI trends and identify potential areas for (re)training
  • Deliver training and instruction to engage and stimulate associates in a manner that promotes transfer of best practice and knowledge and application of skills
  • Customize existing training content and tailor to the needs of the audience within the guidelines of the Quality Framework and Training Standards
  • Create training content in accordance with defined frameworks and templates
  • Measure outcomes and ensure knowledge retention
  • Deliver new hire training and on-boarding
  • Conduct periodic review of associates to assess knowledge and training gaps and opportunities
  • Prepare summary reports for Leadership, as prescribed
  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Performs other duties as assigned by the Head of Quality Assurance or line manager

The Ideal Candidate

  • Bachelor’s Degree in Education or Communication (required)
  • 2+ years of experience in call center environment (required)
  • Advanced skill in English with ability to read and write fluently (required)
  • Must be self-motivated with the ability to work alone or with limited supervision
  • Ability to organize and present information
  • Excellent skills in organization, prioritizing and managing time
  • Excellent analytical skills and attention to detail
  • Excellent communication skills
  • Ability to communicate in conflict situations and always maintain a professional demeanor
  • Demonstrated proficiency in the Microsoft Office Suite, specifically with PowerPoint, Excel and Access

Bupa

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