Job Summary:

The Quality Specialist serves as a coach to customer care agents and a partner to care center supervisors to help drive customer satisfaction. By monitoring and evaluating calls, the quality coach works to ensure all customer care center agents understand and are trained on delivering positive customer service to achieve First Contact Resolution through multiple channels i.e. phone, social media/chat, and emails. The incumbent will provide direct feedback through behavior -based coaching and work closely with Customer Care Center supervisors to achieve desired results. 

This role requires an in-depth knowledge of customer care procedures to ensure Customer Care Center agents are performing tasks and call handling in accordance with established procedures, guidelines, and best practices. The quality coach will leverage speech analytics and capture agent performance trends to support purposeful development in partnership with Technical Training while also engaging in the development and facilitation of the training curriculum.  The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintaining regulatory and industry relationships; and trending key performance indicators and both internal and regulatory service levels. This role will support the Customer Experience in its functions as a service provider for Atlanta Gas Light, Chattanooga Gas and Virginal Natural Gas.

Job Responsibilities

 Functional Expertise:                                                                                                       

• Monitor and evaluate verbal and written communications as well as system functions; prepare evaluation forms.
• Assess performance to identify employee skill gaps; deliver feedback and performance coaching.
• Identify and periodically deliver training based on group performance issues to create “top quartile” call center. 
• Ensure linkage between monitoring requirements and policy/procedural changes. 
• Conduct calibration sessions with Leadership Team to ensure consistency in evaluations.
• Deliver new employee training. 
• Document training and coaching delivery, attendance, and skill test scores; evaluate results; provide behavior-based feedback to leadership as appropriate.
• Coordinate with business partners on recommended courses and training 
• Coordinate documentation (e.g., quality, training, system changes, processes, procedures) review and edit documentation to ensure uniformity, accuracy, and alignment with manual and technological systems.
• Assist with development, design, and implementation of monitoring formats and quality standards.
• Assist in training and coaching new employees
• Assist with Call Center Contingency Plan as needed.                                                               
• Maintain regulatory compliance (intra-company and extra-company accountability)                   

Business Acumen:

• Analyze and identify gaps, redundancies; make appropriate recommendations.                           
• Work with supervisors and business partners to assess key processes and incorporate system changes and enhancements.
• Conducts motion studies as needed to analyze process or system defects.                                     
• Conduct regular audits and improve day to day performance through monitoring activities.           
• Identify, recommend, develop, and implement improvements to the quality curriculum and assessments (e.g. content, methodologies, testing instruments, strategies); identifies quality trends, key successes, and matriculation.
• Promote behavior-based coaching model that places an emphasis on continuous learning and development.
• Handle special projects for various business units/markets or corporate within AGLR.               
• Maintain working knowledge of all company products, services and promotions.                       
• .                                                                       

Engagement:

• Communicate results to Supervisors, enhance partnership with, and escalates skill gap issues as appropriate. 
• Participate in activities designed to improve customer satisfaction and business performance.
• Participate in morale building activities.
• Manage cohort and peer relationships.

Driving Results:

• Accountable for meeting individual performance objectives
• Manage assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
• Must meet KPI targets on a consistent basis.

Qualifications

Education, Certifications/Licenses: 

     Required:

• High School Diploma or GED

Preferred:

• BA/BS or 4-6 years’ experience in a call center environment analyzing processes and/or quality metrics.

Related Work Experience:

Required:

• 2-3 years’ experience in a call center environment analyzing processes and/or quality metrics
• Advanced knowledge of CCC business processes and procedures, including exception processing
• Advanced knowledge of CCC business related systems (i.e. CMA, CIS, CSS, CC&B, etc.)

Preferred:

• 1-2 years’ experience in a call center environment delivering training

Or

• Equivalent academic education and experience

Or

• Equivalent academic education and experience

Specific Skills & Knowledge:

 Required:

• Basic Proficiency - MS Word and Excel
• Effective interpersonal, written and verbal communication skills
• Presentation skills and training delivery
• Ability to motivate and develop non-direct reports and delivery constructive feedback in a non-accusatory manner.
• Ability to identify skill gaps related to group or individual performance.
• Ability to identify and analyze trends in order to provide solutions to training or performance requirements.
• Ability to effectively manage time in order to meet deadlines and quota requirements.

Preferred:

• Bilingual (English/Spanish)
• Experience with Speech Analytics
• Intermediate Proficiency - MS Word, MS Excel, MS Outlook, MS PowerPoint
• Knowledge of adult learning principles
• Keyboard 40 WPM

Working Conditions/Physical Requirements: 

• 40% keyboarding
• Occasionally requires broad flexibility in work hours
• Occasional project related travel

Disclaimer:

This information describes the general nature and level of work performed by employees in this job.  The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job.  Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.