SUMMARY

Provides quality-related feedback and coaching directly to Customer Advocates to support their success and ensure a high-quality customer experience. Conducts side-by-side observations, dedicated coaching sessions, Call Quality Evaluations, and live monitoring. Uses standard quality tools and practices to evaluate Customer Advocacy customer interactions fairly and consistently, driving positive customer experiences and high levels of Advocate performance.

Develops and maintains extensive domain knowledge and a deep understanding of Advocate job responsibilities. Partners with Team Managers, attends team meetings, and provides in-the-moment coaching and assistance while establishing a visible presence in the contact center. Works closely with Team Managers to share trends and best practices identified through quality evaluation, observation and team interaction, and continuous improvement efforts. Maintains responsibility for facilitating/hosting calibration sessions consisting of various stakeholders. Maintains Quality Program documentation and internal communications. Must possess excellent interpersonal skills and the ability to communicate in a manner which encourages, recognizes, and motivates positive results.

PRIMARY RESPONSIBILITIES

• Demonstrates exemplary communication skills in team meetings, calibration and call listening sessions, feedback, emails, and written documentation. Maintains the “make it easy, make it happen, show you care” ethos at the center of every quality evaluation and professional communication.
• Delivers accurate and timely evaluations, reports, performance trends, coaching, and communications regarding Customer Advocates’ job performance within agreed-on timeframes.
• Analyzes performance results to identify individual and team quality trends and pinpoint causes and solutions.
• Participates in and contributes to Advocate team meetings, Quality Calibration sessions, and cross-functional Call Listening sessions, as well as other Customer Advocacy Department (CAD) meetings where quality advocacy is needed. This includes sharing feedback with Customer Advocacy Managers regarding quality matters for their direct reports and providing best practices, call examples, and recognition.
• Advocates for process improvements to enhance process efficiency, customer experience, and employee experience. This includes areas such as knowledgebase effectiveness, CRM system design, process re-engineering, and low-effort customer processes.
  

ADDITIONAL RESPONSIBILITIES

• Completes ad-hoc projects and assignments as necessary.
• Stays current on industry and Customer Service Quality Assurance trends.
• Participates in the design and reporting of contact monitoring formats and quality standards.
  

REQUIRED SKILLS AND ABILITIES

• Knowledge of adult learning principles and effective coaching/feedback.
• Ability to persuade, engage, and inspire.
• Desire to work as part of a team in a collaborative environment.
• Understanding of contact center quality measurement practices.
• Great people skills and ability to positively communicate quality-related feedback across all levels.
• Advanced organizational skills with the ability to handle multiple assignments.
• Exceptional listening, analytical, and reporting skills.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and demonstrated ability to live out our Love Promise.
• Working background as a contact center representative.
  

EDUCATION/EXPERIENCE: BA/BS with 2 to 4 years of relevant experience

JOB GRADE: P2

FLSA STATUS: Nonexempt