Quality Assurance Program Coach

Edward Don & Company; Woodridge (IL); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Edward Don & Company is seeking a Quality Assurance Program Coach to drive employee development and manage the QA program ensuring service quality aligned with company goals. The role supports management in optimizing call center performance by performing root cause analysis and recommending strategic initiatives to boost efficiency and customer satisfaction.

The position typically follows a M-F schedule 8:00am–5:00pm with hybrid eligibility.

Qualifications

• Minimum 2 to 5 years’ call center customer care experience, preferably in a related industry.
• Strong Microsoft Office skills.
• Customer-centric and Internet savvy.
• 2 to 5 years’ of Quality Assurance/Training related experience.
• Associate or Bachelor’s Degree.

Responsibilities

• Coaches’ all team members’ specific to the ongoing development of skillsets and professional growth through QA, training, support, and motivation.
• Monitors team performance and employee productivity through quality reviews of data, phone calls, Salesforce, CallTower, Talkdesk, and observations.
• Maintain call monitoring database metrics for call center employees.
• Provides structured and timely recommendations to supervisors for employee coaching sessions when needed.
• Develop and provide analytical reports to reflect quality performance on a daily, weekly and monthly basis.
• Provide consultation on how quality improvements can maximize sales and/ or increase customer satisfaction.
• Assists in training, including continuing education and ensures all training manuals and materials are current and accurate.

Skills

QA coaching

Call center

Analytical thinking

Report writing

Multitasking

Customer service

English communication

Training development

Microsoft Office

Root cause analysis

Education

High school diploma

Associate degree

Bachelor’s degree

Tools

Salesforce

CallTower

Talkdesk

Order management systems

Job description

Job Summary

Schedule M-F 8:00am – 5:00pm. Hybrid eligible.

The Quality Assurance Program Coach is responsible for employee development and the Quality Assurance (QA) program to ensure that representatives provide quality service in line with organizational objectives. Supports management in optimizing call center performance by performing root cause analysis and recommending strategic initiatives to improve the team’s and individual efficiencies and delivery of service that exceeds the customer’s expectations.

Responsibilities

• Coaches’ all team members’ specific to the ongoing development of skillsets and professional growth through QA, training, support, and motivation.
• Monitors team performance and employee productivity through quality reviews of data, phone calls, SalesForce, CallTower, Talkdesk, and observations.
• Maintain call monitoring database metrics for call center employees.
• Provides structured and timely recommendations to supervisors for employee coaching sessions when needed.
• Develop and provide analytical reports to reflect quality performance on a daily, weekly and monthly basis.
• Provide consultation on how quality improvements can maximize sales and/ or increase customer satisfaction.
• Assists in training, including continuing education and ensures all training manuals and materials are current and accurate.
• Assists management to ensure all team members are current on all procedures, policies, and guidelines through training and communication.
• Proactively communicate to all internal and external related parties to exceed customer’s expectations.
• Performs day-to-day customer service activities and administrative duties described in the Customer Service Representative II as required.
• Monitors and analyzes trends identified through proactive activities and make timely process improvement recommendations to management.
• Maintains professional and technical knowledge by attending educational workshops where provided; proactively reviewing professional publications/education to stay abreast of industry trends.
• Other duties assigned

Qualifications

Education

High school diploma or equivalent

Experience

• Minimum 2 to 5 years’ call center customer care experience, preferably in a related industry.
• Strong Microsoft Office skills
• Customer-centric and Internet savvy.

Preferred Qualifications

• 2 to 5 years’ of Quality Assurance/Training related experience
• Associate or Bachelor’s Degree
• Bilingual Spanish
• Experience with Salesforce, CallTower, Talkdesk, Order management systems

Skills

• Emulates professionalism for others to model.
• Superior time-management skills.
• Ability to multi-task and stay focused on critical objectives.
• A positive, can-do attitude is a must.
• Able to work in a fast-paced, closely integrated team in which customer delight, communication, teamwork, and flexibility are essential.
• Ability to write short correspondence.
• Ability to accurately spell.
• Ability to speak and write English in a clear, understandable manner.
• Ability to accurately follow detailed procedures and processes.
• Ability to work with a diverse group of people.
• Ability to work comfortably under pressure.
• Ability to work independently and with a group on various on-going projects simultaneously.
• Must be able to perform basic arithmetic calculations (e.g., addition, subtraction, multiplication, division, and percentage functions.)
• Ability to concentrate for extended periods of time.
• Excellent oral and written communication skills.
• Ability to plan and organize time and projects efficiently.
• Excellent critical thinking and problem-solving skills
• Ability to exchange and furnish information requiring detailed explanations and maintain active discussions with customers and other workgroups.
• Ability to act in an ethical, honest and professional manner at all times.
• Desire to work independently as well as in a team environment.
• Maintain discretion with all company information regarding customers, pricing, products, and procedures.

• Must be able to sit for prolonged periods of time.
• Must be able to bend, reach and stoop occasionally to reach file cabinets, boxes, etc.
• Must be able to look at a computer screen for prolonged periods of time and type.
• Requires the ability to read written instructions, reports and other documentation.
• The employee must occasionally lift, carry and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee frequently is required to talk or hear.
• The noise level in the work environment is usually light to moderate.

Working Conditions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Applicants must be currently authorized to work in the United States.