Position Overview:
The QA Coach ensures consistent, high-quality customer service by monitoring interactions, providing coaching, and maintaining resources that support both new and tenured Customer Service Representatives. This role balances quality assurance with team enablement, helping the team perform at their best aligned to company standards and objectives.
Key Responsibilities:
Queue Coverage
- Handle customer queries during peak hours or high-demand periods.
- Ensure uninterrupted service and prevent backlogs during critical times.
Quality Monitoring, Coaching, and Calibration
- Review customer interactions to assess performance and identify gaps.
- Conduct coaching sessions and feedback discussions to improve agent skills.
- Lead calibration sessions to maintain consistency across evaluators and the team.
Maintain & Update Canned Responses
- Regularly review and update pre-written responses for common queries.
- Ensure messages remain accurate, timely, and aligned with customer experience standards.
Coordinate with the Product Team
- Stay informed on product updates, bug fixes, and workarounds.
- Cascade accurate, up-to-date information to the CS team to improve customer resolution times.
Knowledge Base Management
- Maintain and update the Customer Service Knowledge Base with processes, FAQs, and troubleshooting guides.
- Share resources with training and field mobility teams to ensure alignment.
Training & Onboarding Support
- Maintain an updated training deck for Customer
- Support onboarding by ensuring new hires are trained on current policies, tools, and standards.
Continuous Improvement & New Initiative
- Take on new initiatives as business needs evolve.
- Recommend improvements to QA processes, coaching methods, and customer experience strategies.
Others
- Perform other related duties as assigned, whether communicated verbally or in writing, to support the efficient operation of the department.
