Quality Coach

• Checks agent quality based on Global Quality Methodology
• Checks individual calls and recordings of agent activities and communications
• Processes negative and positive feedback from CSAT enquiries
• Defines agent quality improvement plans
• Reports weekly on agent quality
• Supports Team lead/Work planner on agent coaching
• Identifies the interface of key activities within and between the functions of the organization.
• Integrates and aligns the processes that will best achieve the desired results
• Make recommendations for continuous Improvement of processes, considering the QA standards
• Participates in the design of Quality Assurance Programs, Audit Forms, and standards Need to speak fluent English. Service Desk - Call Center Experience Required (Minimum 1 year)
• Candidates must have clear and effective verbal & written communication skills
• Customer Service Experience Required
Capabilities & Experience
Autonomy, Responsibility and Authority
Works to agreed objectives.
Has full responsibility for quality of work performed by the Operations
Team Influence
Uses experience to make informed decisions on selection and execution of all relevant approaches across a wide field.
Complexity of Work
Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts
Essential Skills
Demonstrates Problem analysis skills.
Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally.
Should be able to liaise with the Service Desk operations on critical
Quality Assurance requirements and functions
Knowledge and Scope of Expertise
Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the employing organization as a whole and takes customer requirements fully into account when making proposals and/or carrying out work.
Learning and Development
Takes initiative to ensure technical or specialized skills and specializations are kept up to date in line with industry developments.