Process Excellence Quality Coach
Description
Process Excellence Quality Coach, Customer Support
apree Health is looking for a driven, flexible, results-oriented Contact Center professional to join our Support Process Excellence Team. The successful candidate will be a thoughtful and thorough team member who can play multiple roles impacting Training, Quality, and Knowledge Management. This candidate will know what it takes to perform at a high level in a fast-paced environment and have a passion for customer service.
Responsibilities:
apree Health is looking for a driven, flexible, results-oriented Contact Center professional to join our Support Process Excellence Team. The successful candidate will be a thoughtful and thorough team member who can play multiple roles impacting Training, Quality, and Knowledge Management. This candidate will know what it takes to perform at a high level in a fast-paced environment and have a passion for customer service.
Responsibilities:
The Process Excellence Quality Coach is responsible for completing quality evaluations on our front-line Support Staff to support our overall quality program.
- Meet our quality evaluation goals by completing day-to-day quality assessments using our existing quality management tools
- Report out Quality measurements
- Implement Quality improvement initiatives based on trends
- Provide feedback to Support Supervisors on the results of assessments as needed
- Foster an environment where every Support team member is committed to, and feels responsible for, delivering high quality service
Qualifications:
- BS/BA preferred
- Customer service experience, ideally within a contact center
- Strong proactive work ethic and unwavering commitment to high quality work
- Excellent phone manner and interpersonal skills
- Excellent verbal and written communication skills
- Ability to effectively collaborate with others and recognize scenarios where collaboration is critical
- Ability to set an agenda and successfully lead meetings
- Project management and organizational skills
- Ability to multi-task with strong attention to detail and accuracy a must
- Ability to manage timelines and balance multiple deadlines
- Previous experience working in a software environment a plus
- Experience in health care preferred but not required.
Position is based in Sandy, UT (will consider remote or San Francisco for internal applicants)
Travel not required
Compensation: $22.60-$27.40/hr. & bonus eligible (national average, premium markets may vary)