Quality Coach (Revana) - Tempe, Arizona, United States at Tempe

Job Description

General Summary:

The Quality Coach is responsible for overseeing and coordinating the monitoring, evaluating and coaching of sales representatives on the quality of their interactions with customers. This will include monitoring and evaluating phone calls, emails and campaign builds and then providing feedback to the representatives. This individual will also be responsible for compiling and delivering monthly/quarterly reports to the client based on criteria established by the client.

Essential Duties & Responsibilities:

Performs call & email monitoring and enters evaluations in the quality monitoring data management system, meeting or exceeding a specific quota each month.

Utilizes quality monitoring data management system to compile and track performance at a team and individual level and shares these findings with the sales management, the training team and the client.

Works with representatives, management, training and senior management from multiple teams and various capacities to ensure quality interactions at all levels.

Identifies specific calls to be used in both calibration sessions and training classes.

Coordinates and facilitates call calibration sessions with sales management team, training team, and client contacts.

Coordinates and facilitates developmental sessions with representatives listening, evaluating and discussing opportunities on evaluated calls and emails.

Identifies call and email deficiency trends and provides these findings to the sales management, the training team and the client.

Oversees Customer Satisfaction initiatives incorporating results and trends of quality evaluations.

Other duties as assigned.

Job Requirements

Excellent active listening and communication skills required.

High level of professionalism and integrity required.

High level of detail required.

Self starter with ability to meet deadlines in a high stress environment.

Ability to present and communicate professionally with representatives, management, senior management, and external client.

Previous experience with Google AdWords or AdWords Express is highly preferred.

Call center and telephone experience is highly preferred.

Previous experience with call recording/evaluation tools preferred.

Minimum 1 year sales experience required. Retail sales and collections experience is acceptable.

Working knowledge of MS Word and MS Excel needed.

Additional Specific Duties & Responsibilities:

Prepares and analyzes internal and external quality reports for review from sales management, the training team and the client.

Follows the proper escalation procedures for compliance-related call findings, working with the management, compliance, and Human Capital teams.

Attends weekly sales management meetings to stay aligned to the team and floor goals.

Acts as a subject matter expert with the quality monitoring data management system; adding/modifying/deleting users, adding/modifying/deleting QA forms, auditing recording levels, troubleshooting recording issues, and entering help tickets when necessary.

Performs call monitoring and conducts coaching sessions with new hires during the nesting period.

Country: USA, State: Arizona, City: Tempe, Company: Revana.