Customer Experience Team Lead – Coaching & Quality

HMSA; Honolulu (HI); On-site; USD 52,000 - 68,000; Full time

Job summary

HMSA is seeking a dedicated mentor for its customer service center in Honolulu. You will coach representatives after classroom training, perform quality assurance audits, and provide timely coaching to ensure optimal customer experiences.

You will also analyze problems and drive end-to-end resolutions, owning complex interactions as the subject matter expert. Your role requires availability for questions, collaboration with HMSA teams, and maintenance of performance standards to meet industry

Qualifications

• Coaching and mentoring skills for service reps.
• Strong problem solving with end-to-end resolution.
• Knowledge of HMSA policies and processes.

Responsibilities

• Mentor servicing representatives to ensure best customer experience after training.
• Be available for reps' questions and provide daily on-floor guidance.
• Analyze problems and create end-to-end resolutions.
• Own customer interactions as SME to resolve with one contact.

Skills

Coaching

Quality assurance

Problem analysis

Job description

HMSA is seeking a dedicated mentor for its customer service center in Honolulu. You will coach representatives after classroom training, perform quality assurance audits, and provide timely coaching to ensure optimal customer experiences.

You will also analyze problems and drive end-to-end resolutions, owning complex interactions as the subject matter expert. Your role requires availability for questions, collaboration with HMSA teams, and maintenance of performance standards to meet industry