Customer Experience Coach (Internal QA)

About the role

itel is hiring an internal Customer Experience Coach (also called QA) in Montego Bay, reporting to the CX Supervisor / CXM. The coach listens to a share of calls handled by customer service representatives (CSRs) to make sure the customer experience is excellent and that all processes and procedures are followed. Through daily audits, the coach identifies each CSR's areas of opportunity, builds action plans to improve performance and keeps close contact with the Team Leader so that feedback is consistent and aligned with the client's specifications.

Key responsibilities

• Evaluate at least four calls per agent per week, using the evaluation form to identify the call type and the correct procedures CSRs should follow.
• Send CXC alerts to supervisors and managers where applicable, including assessment details.
• Follow up on team performance, complete action plans, hold feedback sessions with Team Leaders and run assessments.
• Use the CXC Guidelines and the LMS knowledge base to evaluate calls and give feedback.
• Attend all calibration meetings, assess calls and share results with the wider team.
• Maintain constant communication with Team Leaders, schedule meetings to review team results, check and analyse team stats and loop processes.
• Conduct workshops and send weekly Customer Experience reports to Team Managers.
• Aid with training and training needs.

Required profile

• At least one year of experience as a quality analyst, trainer or supervisor.
• Clear written and verbal communicator.
• Creative problem solver who can focus on deadlines and deliverables.
• Ability to think abstractly and not simply conform to the norm.

Required skills

• Proficiency in Microsoft Excel, Word and PowerPoint.