Quality Assurance Coach

SUMMARY
The coach’s main responsibility is to positively impact the quality of service that agents deliver to candidates. You will achieve this by assessing the quality of service delivery and then effectively coaching agents to provide the best candidate experience. You are a champion of a candidate centric culture.

DUTIES & RESPONSIBILITIES
The coach will continually capture the voice of the candidate and use it to bring about positive change through coaching, contributing new ideas, being a role model, and celebrating strong performing agents.

Quality Analyst
 Complete weekly quality reviews and follow up by giving constructive feedback to the agents.
 Monitor interactions to ensure quality of service is in line with the Prometric Quality guidelines
 Analyze performance data and identify defect trends in delivering services to candidates.
 Report knowledge gaps, behavioral issues, and operational defects to appropriate departments.
 Maintain accurate reporting of Quality assurance and communicate in a timely manner.
Coaching
 Prepare interactive, engaging, and agent driven coaching sessions.
 Coach agents to identify and create an impactful action plan based on root cause.
 Follow up on actions until they become a natural part of the agent’s daily interaction workflow.
 Work closely with peer coaches to leverage best practices to provide consistent coaching.
 Engage in calibrations to ensure alignment with coaches/trainers on Prometric Quality guidelines.
 Track coaching activity and prepare monthly productivity reports.
Partnering with Stakeholders
 Build a strong relationship with your team’s supervisor and meet regularly to update them on agent progress. Align with the Supervisor weekly to ensure that conversations with agents are consistent.
 Readily participate in quality related projects as directed by GCS Management.
Subject Matter Expert (SME) and Change Champion
 Know and support company and departmental procedures and keep up-to-date as they
change.
 Be a point of contact and support for the teams on the floor on quality matters. Represent the Quality Team well by researching quality queries and responding in a professional and positive manner.
 Be a role model of effectively promoting and adopting change.

QUALIFICATIONS & EXPERIENCE
 A minimum of 12 months experience within Prometric Candidate Services.
 An excellent performance record that demonstrates accountability and reliability.
 Good attendance record with no formal disciplinary action(s) for the past 12 months.
 Ability to communicate clearly in spoken and written English.
 Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel).
 Desired skills: create a supportive presence, skilled in giving and receiving feedback, effective listening and questioning skills, motivate agents to set goals, adapt to different personalities, ability to challenge and to be supportive of cycles of continuous change and an eye for detail.
 Experience in professional business coaching preferred.