JOB TITLE: Quality Coach
REPORTS TO: Quality Supervisor
PURPOSE OF THE JOB
To help employees understand the client's mission and provide the customer
service objectives. To enable employees to work together as partners and create a
mentoring atmosphere of ongoing career development.
KEY RESPONSIBILITIES
Floor Management
Responsible for queue management to achieve Account Service Levels
Floor-walking to accommodate Agent queries and also for the monitoring of agents
availability for calls
Effectively managing outbound activity
Agent Support & Development
Team Motivation - Developing teamwork and job ownership across the account
Supporting team members on account-specific issues (procedural & technical)
Coaching team members toward PEP(Performance Empowerment Program)
targets
Quality
Monitoring calls and providing feedback
Leasing with the Quality Monitor and the Supervisor to identify training needs
Operational Duties
Escalating cases to Client contact
Taking calls & escalated team lead calls
Taking client-escalated calls
Provide feedback on problem status to customers
Be proactive and able to collate data and act according to the Client/Customers’
needs
CORE COMPETENCIES
Result Orientation
Analysis
Teamwork
Communication
Customer Focus
EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED
Skills Required:
Fluency in German (C1)
Basic English Level is required (B1 to B2)
Candidate should be qualified for a University Degree level or equivalent
Excellent people management skills
Team player
Ability to prioritize and multitask on a daily basis
Ability to work under pressure and within a changing environment
Excellent communication and customer service skills
Excellent call-handling skills
SECURITY COMPLIANCE
Employees must maintain compliance with Foundever's safety, security, and privacy
programs. Responsible for actively participating in the Foundever safety, security, and privacy
programs to protect Foundever's business operations, facilities, and physical and intellectual property
and to ensure a safe and secure working environment for all Foundever employees.
ETHICS COMPLIANCE
Foundever is firmly committed to conducting business in compliance with the letter and spirit of the
law and other accepted standards of business conduct as reflected in the company's policies.
Employees are encouraged to observe the highest standards of professionalism at all times, and
are expected to adhere to Foundever's policies on ethics and integrity.