QA Coach Job in East Granby, Connecticut US
Summary of Duties:
Perform quality monitoring in Customer Service, Inside Sales, and/or CS Operations, for associates in all Call Center locations (StubHub and Outsourced) to ensure that agents are providing the level of service to our customer as required by StubHub.
Essential Duties and Responsibilities:
- Conduct listening sessions, remote monitors, and side-by-side monitors with phone and email representatives to help them improve their communication skills and provide excellent service to our customers
- Effectively utilize internal QA tools and quality definitions to determine scores for each monitor
- Explain monitor successes and identify and communicate opportunities for improvement in a positive and constructive way
- Coach representatives to success to raise customer experience and satisfaction to meet company goals
- Complete internal reporting for Quality Assurance Team and monitor results to reps and managers per designed distribution procedure
- Be inspirational and build strong partnerships with Managers and Supervisors generating and creating excitement resulting in driving the desire to serve our customers
- Meet monthly/quarterly monitor goals
- Identify performance trends requiring communication and/or training; address communication needs in huddles, SharePoint articles, or with job aids, and escalate training concerns to the Training Team
- Identify coaching opportunities for reps and work with managers as needed to develop individualized improvement plans
- Partner with teammates to ensure monthly team production goals are met
- Partner with manager with suggestions and feedback to build service levels and efficiency within the Call Center
- Participate in Customer Support, Operations and/or Inside Sales meetings to review trends, opportunities, strengths to share ideas how to enhance service levels
- Create and implement incentive plans to motivate reps and reward desired behaviors and results
- Be creative and think "outside the box" ; share ideas on how to improve the QA Team's processes and procedures; avoid complacency.
- Take initiative to improve fan experience and impact StubHub business. Other duties as needed
- 3+ years in a Call Center environment and/or 3+ years in a high-end retail environment with focus on customer and service required
- Coaching and/or mentoring experience required
- 6 months in current position required (for internal candidates)
- Bachelor Degree preferred
- Excellent communication skills
- PC or Mac skills
- Sound skills in MicroSoft Outlook suite
- Ability to interact with all levels of the company
- Ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships
- Attention to detail
- Dedication to excellent customer service
- Strong work ethic
- Strong team player
- Excellent communication skills
- PC or Mac skills
- Sound skills in MicroSoft Outlook suite
- Ability to interact with all levels of the company
- Ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships
- Attention to detail
- Dedication to excellent customer service
- Strong work ethic
- Strong team player
***RESUMES MUST CLEARLY REFLECT JOB REQUIREMENTS IN ORDER TO QUALIFY FOR POSITION***
