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Foundever® is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.
Job Summary
Job Summary:
We are seeking a dedicated and experienced Quality Coaches Supervisor to lead our quality assurance team within Foundever
The ideal candidate will be responsible for overseeing the quality coaching processes, developing team members, managing client relationships, and ensuring exceptional service delivery standards are met. This role requires strong analytical skills, effective communication, and the ability to foster a culture of continuous improvement.
Primary Job Responsibilities
Key Responsibilities:
- Supervise and manage a team of Quality Coaches, providing guidance, support, and performance feedback.
- Develop and implement quality assurance policies, procedures, and standards to improve the overall performance of the contact center.
- Monitor calls, chats, and emails to assess adherence to quality standards and compliance with company policies.
- Analyze quality metrics and trends to identify areas for improvement and collaborate with operations to implement corrective actions.
- Conduct regular training sessions for Quality Coaches and frontline staff to enhance their skills and knowledge of quality standards.
- Prepare and present quality reports to senior management, highlighting key performance indicators and improvement initiatives.
- Attend and participate in Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) with clients to discuss quality metrics, performance, and strategies for improvement.
- Build and maintain strong relationships with clients, serving as a point of contact for quality-related inquiries and feedback.
- Collaborate with clients to understand their quality expectations and tailor quality assurance programs to meet their needs.
- Foster a positive team environment that encourages open communication, teamwork, and accountability.
- Stay updated on industry best practices and emerging trends in quality assurance within the BPOs.
Required Skills:
- Strong analytical and reporting abilities.
- Proficient in using quality monitoring tools and CRM systems.
- Solid understanding of contact center operations and metrics.
- Quality Assurance Leadership
- Monitoring and Reporting
- Collaboration and Feedback
- Continuous Improvement
- Compliance and Standards
Experience:
- At least 2-3 years of experience in a quality assurance or related role in a contact center.
- Proven experience leading teams and managing quality initiatives.
- Proven experience managing client relationships
- C1 English language
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