Quality Assurance Program Coach

## Quality Assurance Program Coach Apply:
Edward Don & Company - Woodridge - IL:
Full time:
Posted Today:
R272013
** Company:
** US0670 Edward Don
** Sales Territory:
** None
* * Zip Code:
** 60517
* * Travel Percentage:
** 0
* * Compensation Range:**$26.50

The compensation range provided is in compliance with state specific laws.  Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.

You may be eligible to participate in the Company's Incentive Plan.
** BENEFITS INFORMATION:
** For information on Sysco’s Benefits, please visit
** JOB SUMMARY
** Schedule M-F 8:00am – 5:00pm. Hybrid eligible.  The Quality Assurance Program Coach is responsible for employee development and the Quality Assurance (QA) program to ensure that representatives provide quality service in line with organizational objectives. Supports management in optimizing call center performance by performing root cause analysis and recommending strategic initiatives to improve the team’s and individual efficiencies and delivery of service that exceeds the customer’s expectations.

** RESPONSIBILITIES:
*** Coaches’ all team members’ specific to the ongoing development of skillsets and professional growth through QA, training, support, and motivation.
* Monitors team performance and employee productivity through quality reviews of data, phone calls, Sales Force, Call Tower, Talkdesk, and observations.
* Maintain call monitoring database metrics for call center employees.
* Provides structured and timely recommendations to supervisors for employee coaching sessions when needed.
* Develop and provide analytical reports to reflect quality performance on a daily, weekly and monthly basis.
* Provide consultation on how quality improvements can maximize sales and/ or increase customer satisfaction.
* Assists in training, including continuing education and ensures all training manuals and materials are current and accurate.
* Assists management to ensure all team members are current on all procedures, policies, and guidelines through training and communication.
* Proactively communicate to all internal and external related parties to exceed customer’s expectations.
* Performs day-to-day customer service activities and administrative duties described in the Customer Service Representative II as required.
* Monitors and analyzes trends identified through proactive activities and make timely process improvement recommendations to management.
* Maintains professional and technical knowledge by attending educational workshops where provided; proactively reviewing professional publications/education to stay abreast of industry trends.
* Other duties assigned  
** QUALIFICATIONS*
* ** Education
* * High school diploma or equivalent  
** Experience
* ** Minimum 2 to 5 years’ call center customer care experience, preferably in a related industry.
* Strong Microsoft Office skills
* Customer-centric and Internet savvy.
*
* Preferred Qualifications:

*** 2 to 5 years’ of Quality Assurance/Training related experience
* Associate or Bachelor’s Degree
* Bilingual Spanish
* Experience with Salesforce, Call Tower, Talkdesk, Order management systems
*
* Skills:

*** Emulates professionalism for others to model.
* Superior time-management skills.
* Ability to multi-task and stay focused on critical objectives.
* A positive, can-do attitude is a must.
* Able to work in a fast-paced, closely integrated team in which customer delight, communication, teamwork, and flexibility are essential.
* Ability to write short correspondence.
* Ability to accurately spell.
* Ability to speak and write English in a clear, understandable manner.
* Ability to accurately follow detailed procedures and processes.
* Ability to work with a diverse group…