Customer Care Quality Coach

Full Time

Hands of Hope Physical Therapy & Wellness -
Cairo, EgyptPosted 2 years ago

68Applicants for1 open position

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8In Consideration
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Job Description

A Customer Care Quality Coach is a professional responsible for monitoring and evaluating the performance of customer care representatives to ensure they provide excellent customer service. Their main goal is to help improve the overall customer experience and increase customer satisfaction levels. The job description for a Customer Care Quality Coach may include the following responsibilities and qualifications:

Responsibilities:

Quality Monitoring: Regularly listen to and review customer interactions, such as phone calls, emails, and live chat conversations, to assess the quality of service provided by customer care representatives.
Performance Evaluation: Use predefined metrics and evaluation criteria to assess the effectiveness of customer interactions and identify areas for improvement.
Feedback and Coaching: Provide constructive feedback to customer care representatives based on evaluations, focusing on strengths and areas needing improvement. Offer coaching and training to help them enhance their skills.
Training Development: Collaborate with training teams to develop and update training materials based on observed areas for improvement and changing customer needs.
Data Analysis: Analyze performance data and customer feedback to identify trends and areas of concern, and present findings to management for actionable insights.
Calibration Sessions: Participate in calibration sessions with other quality coaches and supervisors to ensure consistent and fair evaluations across the team.
Process Improvement: Suggest and implement process improvements to enhance customer service quality and efficiency.
Performance Reporting: Generate regular reports on individual and team performance to track progress and highlight achievements and areas for improvement.
Compliance and Standards: Ensure customer care representatives adhere to company policies, procedures, and service standards.
Customer Experience Advocacy: Act as a customer experience advocate within the organization, promoting a customer-centric culture and mindset.

Job Requirements

Experience: Previous experience in a customer service or call center environment is typically required to understand the challenges and dynamics of the role.
Communication Skills: Excellent verbal and written communication skills are essential to provide effective feedback and coaching to customer care representatives.
Analytical Skills: Strong analytical skills to assess performance data, identify trends, and draw meaningful insights.
Empathy: Demonstrated empathy and a customer-centric mindset to understand and address customer needs.
Attention to Detail: Keen attention to detail to accurately assess customer interactions and identify areas for improvement.
Coaching and Training Abilities: Ability to deliver effective coaching and training sessions to help team members improve their skills.
Adaptability: Flexibility to adapt to changing business needs and customer requirements.
Time Management: Effective time management skills to handle multiple evaluations and coaching sessions.
Software Proficiency: Familiarity with customer relationship management (CRM) systems and quality monitoring tools.
Team Player: Ability to work collaboratively with customer care representatives, supervisors, and other teams within the organization.