company_site
Customer Care Quality Coach
Zepz
IND
Full-time
Mid
Onsite
Discovered 1 weeks ago
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanFull Job Posting
- Integrity: We always do the right thing. It’s simple, but it’s the foundation of everything we build for our customers and each other.
- Outcomes: We work for our customers. Their success and prosperity are the results we focus on delivering.
- Velocity: We are fast! We maintain high energy levels and make smart decisions quickly, keeping us nimble and ahead of the curve.
- Quality Monitoring
- Conduct regular quality assessments of customer interactions across various channels (phone, email, chat) to ensure compliance with company policies and procedures.
- Ensure accuracy, compliance, and customer satisfaction in all interactions.
- Performance Analysis and Feedback
- Provide constructive feedback and coaching to agents to improve their customer service skills, communication techniques, and adherence to best practices.
- Partner with managers to identify coaching opportunities and implement development plans.
- Reporting and Insights
- Analyze performance metrics and trends to identify areas for improvement and develop targeted coaching plans.
- Maintain accurate records of coaching sessions, performance evaluations, and follow-up actions taken.
- Offer actionable insights to leadership to inform decision - making and enhance overall operations.
- Collaboration and Calibration
- Participate in calibration sessions with leadership and stakeholders to ensure consistency in quality evaluations.
- Collaborate with team managers, trainers and management to implement training programs based on quality assessments and performance data.
- Continuous Improvement
- Identify process inefficiencies and recommend solutions to improve workflows and customer interactions.
- Stay updated on industry trends, best practices, and developments in customer service to continuously enhance coaching strategies.
- Facilitate training sessions and workshops to enhance agent skills and knowledge, focusing on customer engagement and problem resolution.
- Compliance and Best Practices
- Ensure compliance with company policies, regulatory requirements, and industry standards during evaluations.
- Act as a subject matter expert on quality standards and customer service excellence within the contact center.
- Foster a positive and motivating environment that encourages continuous improvement and professional growth among team members.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Zepz
Can’t find the right role? Join our Technology & Engineering talent community instead
, GBR
MidFull-time
Discovered 1 weeks agoView →
Senior Android Engineer
, GBR
Discovered 1 weeks agoFull-time
Senior Marketing Data Scientist
, USA
Discovered 1 weeks agoFull-time
Can’t find the right role? Join our Technology & Engineering talent community instead
, GBR
Discovered 1 weeks agoFull-time
Team Manager, LOD1 Financial Crime Holds
, IND
Discovered 1 weeks agoFull-time
Performance Marketing Director
, GBR
Discovered 1 weeks agoFull-time
Senior iOS Engineer
, GBR
Discovered 1 weeks agoFull-time
Data Operations Analyst
, IND
Discovered 1 weeks agoFull-time
Customer Care Executive
, IND
Discovered 1 weeks agoFull-time
