Job Description

The Call Quality Assurance & Coaching Specialist plays a pivotal role in ensuring that customer interactions meet or exceed company standards, contributing to exceptional customer experiences. This role is responsible for monitoring and evaluating agent performance, identifying areas for improvement, and providing constructive feedback to enhance the quality, consistency, and professionalism of customer-agent interactions. By aligning with key performance goals such as conversion, confirmation, sit, and pull-through rates, the specialist helps improve overall company performance.

Collaboration with team leaders is essential to drive continuous improvement and elevate the effectiveness of customer-facing agents.

Responsibilities:

• Monitor call quality metrics through Balto dashboards and manually review calls to ensure compliance and accuracy.

• Investigate flagged calls and compliance alerts to identify key trends, patterns, and issues.

• Verify Salesforce records to ensure accuracy in updates based on call interactions and customer communications.

Data Analysis Reporting:

• Analyze call data to pinpoint strengths and weaknesses in team performance, providing actionable insights.

• Provide detailed, actionable feedback to agents and team leaders for continuous performance enhancement.

Coaching Training

• Conduct one-on-one coaching sessions with agents to drive continuous improvement.

• Host team workshops and training sessions, ensuring alignment with organizational goals and quality standards.

• Communication with the team and cross departmentally to problem solve

• Set and maintain regular feedback sessions with team leaders to close gaps and celebrate wins.

• Share findings with the Lead QA/Data Analyst and escalate coaching trends as needed to the Training Lead.

• Coordinate monthly calibration sessions with the Call Quality Program Administrator to align standards and processes.

• Ensure compliance to Trinity standards and assist in the development and enforcement of new quality standards and best practices as necessary.

Required Skills/Abilities:

• Excellent Communication Skills: Strong written and verbal communication skills, able to provide constructive feedback in a clear and supportive manner.

• Detail-Oriented: Ability to analyze large sets of data and identify trends, patterns, and key areas for improvement.

• Organizational Skills: Exceptional time management and organizational skills, with an ability to meet quotas and deadlines effectively.

• Service-Oriented Mindset: A strong desire to contribute to both customer experience improvements and agent development.

• Analytical Expertise: Skilled in reviewing call data, performance metrics, and customer records to drive informed decisions and continuous improvements.

Education and Experience:

• Education: High School diploma or equivalent required; a college degree is preferred.

• Experience: Experience in a contact center or customer service environment is preferred, with hands-on experience in quality assurance or a related field.