Quality Assurance Coach (Communications Training & QA)

EPB; Chattanooga (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

EPB in Chattanooga is seeking a Quality Assurance Coach to assist supervisors in training, call monitoring, and coaching for agents in the Technical Support department. This role supports day-to-day handling of customer calls, emails, and web chats for voice, video, and internet services, and serves as a group supervisor when the regular supervisor is absent.

The ideal candidate has strong leadership, technical knowledge of fiber optics, and excellent customer service skills, with the ability to

Qualifications

• 2+ years of EPB Technical Support experience.
• High level of technical knowledge of fiber optics networks and systems for EPB and partners.
• Excellent customer service, oral and written communication, interpersonal, problem solving, and teamwork skills.
• Working knowledge of Omnia, CAD, Fiber OMS, Teams, Nice/inContact, Internet software and Outlook.

Responsibilities

• Monitor customer calls, chats, and emails and coach employees to improve agent performance.
• Conduct monthly coaching sessions with agents in the Technical Support department.
• Complete training and mentoring of new employees; evaluate training needs and action plans.
• Generate daily, weekly, and monthly performance reports for management.
• Assist with handling escalated customer issues to final resolution.
• Work shifts including on-call weekly rotation for leads and supervisors.
• Coordinate completion of special projects assigned by Supervisor/Mgmt.

Skills

Customer service

Communication

Teamwork

Tools

Omnia

CAD

Fiber OMS

Teams

Nice/inContact

Outlook

Job description

PURPOSE

The Quality Assurance Coach will assist the supervisors with the training, call monitoring, and coaching for the agents in the Technical Support department. They are also involved in the day-to-day operations of handling customer support calls, emails, and web chats for voice, video, and internet services functioning as the group supervisor in the absence of the regular supervisor. This position requires leadership qualities to serve as an effective leader and excellent technical and customer service skills. Quality Assurance Coaches are considered disaster recovery employees. As such, may be required to work periodically from home and meet the corporate and departmental work-at-home policies and procedures requirements.

DUTIES AND RESPONSIBILITIES

• Monitor customer calls, chats, and emails and coach employees to improve agent performance.


• Conduct monthly coaching sessions with agents/sr. agents in the Technical Support department.


• Complete training and mentoring of new employees. Continuously evaluate the need for and execute additional employee training. Discuss such needs and a plan of action with other lead staff when necessary.


• Generate statistical reports daily, weekly, and monthly for management and direct monitoring of employee performance.


• Monitor queues closely; take incoming customer calls when necessary.


• Distribute information to employees regarding process changes/system issues.


• Promote a positive environment by leading by example.


• Assist the department with storm work and other duties as needed.


• Assist Team Leads with handling escalated customer issues and complaints to final resolution.


• Assist with maintaining call metrics in the department.


• Make good independent decisions and multitask effectively.


• Available to work any form of first, second, and third shifts and participate in the on-call weekly rotation between additional Technical Support Leads and Supervisors.


• Coordinate completion of special projects assigned by Supervisor/Mgmt.

EDUCATION EXPERIENCE

• Minimum of 2 years experience in EPB Technical Support.


• Demonstrate a high level of technical knowledge of the fiber optics networks and systems for EPB and EPB's various Broadband Partners.


• Excellent customer service, oral and written communication, interpersonal, problem solving, and teamwork skills.


• Excellent math and PC skills, including but not limited to word processing, spreadsheets, database knowledge, internet, and email.


• Working knowledge and experience in Omnia, CAD, Fiber OMS, Teams, Nice/inContact, Internet Software, Outlook, and the various systems for EPBs Broadband Partners.

CERTIFICATIONS OTHER REQUIREMENTS

• Ability to successfully complete a series of skills assessments.


• Ability to handle each task received from customers, both external and internal, efficiently with a positive and pleasant attitude.


• Ability to communicate both verbally and in writing and effectively present information to customers and employees.


• Ability to respond to common inquiries or complaints from customers.