Lead Quality Assurance Coach Job in Wilkesboro, North Carolina US
Lead Quality Assurance Coach
The Contact Center Lead Quality Assurance Coach is responsible for managing the day to day program expectations and monitoring for his or her assigned program(s) and team(s). In addition to performing many of the essential functions of the QA Coach, the Lead Quality Assurance Coach manages the Quality Performance Improvement and Evaluation Review programs, conducts regularly scheduled meetings with the Contact Center Operations Management team to recommend departmental process improvements, and evaluates QA Coach performance. The purpose of this role is to ensure that monitoring is completed based on program expectations, that appropriate feedback is provided, and that the coaches know how to and are partnering with their assigned program(s) to identify and to drive performance and process improvement. Preferred Qualifications: *Experience driving performance and process improvement *Coaching experience *Strong time management skills *Strong oral and written *Ability to interact with with management, peers, and associates *Prior experience with Witness Required Qualifications: *4-year degree or equivalent work experience *Minimum of 2 years experience in a contact center environment in a coaching or supervisory role *Minimum of 1 year of experience managing and developing others *Experience monitoring and analyzing Contact Center agent *Experience developing and analyzing performance related *Proficient in Microsoft Word, Excel With fiscal year 2011 sales of $50.2 billion, Lowe?s Companies, Inc. is a FORTUNE® 50 company that serves approximately 15 million customers a week at more than 1,750 home improvement stores in the United States, Canada and Mexico. Founded in 1946 and based in Mooresville, N.C., Lowe?s is the second-largest home improvement retailer in the world. For more information, visit Lowes.com.