Website Recoverycoa Corporate

1-833-RCA-JOBS  |  (1-833-722-5627)

Performance Quality Coach

Full-time Position

Corporate

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Position Summary: The Performance Quality Coach (PQA) monitors, trains, and coaches team members as well as handles daily monitoring and evaluation of patient interactions. The Performance Quality Coach ensures accuracy of information and quality of delivery by monitoring telephone Contacts, Chat, Web Forms and Email customer interactions while recommending improvements.

The Performance Quality Coaching Team identifies trends and improvement opportunities on an individual, team, and Contact center level with the objective of improving customer experience, satisfaction, accuracy, compliance, first contact resolution, and adherence to customer interaction expectations.

Essential Duties/ Responsibilities:

  • Perform call monitoring in real time and pre-recorded calls
  • Provides trend data to Contact Center management team
  • Coordinate and facilitates internal call calibration sessions weekly with Contact Center management and training to score calls, evaluate trends and validate needs and expectations
  • Provide actionable scorecard data reporting to various internal teams as needed
  • Provide feedback to Contact Center leaders and teammates
  • Document internal audits and other performance quality coaching activities
  • Analyze data to identify areas for improvement within the performance quality coaching team
  • Identify training needs and organize training sessions to meet quality standards
  • Assist with departmental statistics
  • Propose and coordinate weekly/monthly Quality incentives to improve QA initiatives
  • Address and handle escalation calls as needed

Non-Essential Duties/ Responsibilities: Perform other duties as assigned.

 

Education/Experience:

  • Bachelor’s Degree or 3+ years professional experience within a Contact Center or Customer Support Center
  • Experience in a regulated/compliant environment preferred
  • Performance coaching experience

Knowledge/Skills/Abilities:

  • Excellent verbal, written and interpersonal communication skills
  • Must possess excellent time management and organizational skills
  • Must be dependable and self-motivated
  • Demonstrated "team player" and "lead by example" focus
  • Ability to work day or evening schedule (weekend flexibility when necessary)
  • Positive and professional customer service attitude and work ethic
  • Outstanding problem resolution, troubleshooting and training skills
  • Ability to negotiate or overcome barriers
  • Proficient documentation skills
  • Incredible listening skills
  • Demonstrate the ability to understand and react effectively to the ever-changing needs of business
  • Appropriate organization skills
  • Ability to multi-task and appropriately prioritize responsibilities in a fast-paced environment, with strong focus on attention to detail, and excellent communication skills

 

Performance Competencies: Core competencies, identified behaviors and skills all employees are expected to demonstrate and deliver towards the mission and goals of the organization.

  • Integrity
  • Tenacity
  • Persuasiveness/Sales Ability
  • Adaptability
  • Individual Leadership/Influencing
  • Positive Initiative
  • Resilience
  • Motivational Fit
  • Attention to Detail
  • Building Patient Trust — Establishing Rapport
  • Communication (non-written)
  • Critical Thinker

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