Job Ref: 213903782

Date: 2021-06-04 15:44:06

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As a Quality & Coaching Professional you will provide Quality Assurance for operational standards within the Customer Care team. You will assist in developing, creating and implementing contact centre quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall bp pulse customer experience. You will calibrate and validate colleague evaluations within the Customer Care team from a Quality Assurance perspective. Data collected will inform a Quality Framework for the business.

The ideal candidate is an exceptionally organised, objective and methodical professional with the experience necessary to take our service to a world-class standard with respect to excellence, courage and safety. You will be charged with developing a complete QA program that not only safeguards the quality of our service channels, but also fosters a “quality culture,” in which all employees become actively engaged in guaranteeing quality in both initial service and follow up.

Key Responsibilities & Tasks:

* Monitor inbound and outbound call and emails responses to assess advisor demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures.

* Participates in design of call monitoring formats and quality standards

* Performs call monitoring and provides trend data to site management team

* Uses quality monitoring data management system to compile and track performance at team and individual level

* Performs monitors of customer care email responses

* Participates in customer and client listening programs to identify customer needs and expectations

* Provides actionable data to various internal support groups as needed

* Coordinates and facilitates call calibration sessions for contact centre teams

* Provides feedback to Customer Care Team Leads and managers

* Prepares and analyses internal and external quality reports for management staff review.

* Observe, coach and mentor staff in best practices and quality expectations for the business

* Assist to recognise, document and take appropriate action of underperformance when observed

* Train and prepare key roles to mentor and teach new staff shadowing

* Feedback to Training Specialist and Service Excellence Lead any trends to support a Continuous Improvement approach

* Coach pre-service and policy and procedure to new staff

* Ensure leadership staff are trained in and comply with program objectives, performance standards, and policies

* Monitor and evaluate a program’s overall success in implementing organisational and learning objectives

* Identify operational issues and suggest possible improvements

* Provide learning and coaching opportunities to program teams, and work with Team Leads to take corrective action if necessary

* Analyse data to assist management to determine improvement goals at each program

* Prepare reports and manage data as it relates to program performance, best practice and learning activities

* Assist in planning and coordinating feedback to promote ongoing communication

* Assist in leading activities and data collection from sites involved in process improvement pilot plans

* Ensure that Quality Assurance is applied in an independent, objective and neutral manner

* Model and teach world-class customer service skills

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