Quality Assurance Coach
Tri Source International, Mexico
Job Description
Tri Source de Mexico, one of the fastest-growing outsourcing companies worldwide with Contact Center operations throughout the US, Mexico, and Latin America and world headquarters in Valencia, CA, is seeking a highly motivated and experienced individual to join our team as a Training Specialist. If you are passionate about teaching, have a proven track record in delivering results and thrive in a fast-paced environment, we want to hear from you!
Quality Assurance Coaches have a passion for ensuring exceptional customer service and will play a vital role in maintaining the quality and consistency of interactions between our call center representatives, our clients, and our customers.
Essential Duties and Responsibilities:
- Conduct daily, weekly, and monthly call monitoring of Agent/customer interactions.
- Evaluate calls for adherence to company policies amp; procedures, client policies amp; expectations, and quality standards.
- Provide constructive feedback to TSI leadership, agents, and teams based on evaluation results.
- Develop and maintain Quality Assurance key performance indicators (KPIs) for all TSI campaigns.
- Monitor KPIs, identify trends and areas for improvement.
- Collaborate with training and development and the management team to implement corrective actions.
- Assist in the needs assessment, design, and delivery of quality assurance training programs for TSI agents.
- Conduct regular coaching sessions to improve agent, and team, quality assurance performance.
- Help develop quality assurance coaching materials and resources for line leaders to use with their agents.
- Investigate customer complaints, escalations, and quality issues to identify root causes.
- Develop strategies and tools to enhance escalation skills sets.
- Collaborate with relevant teams to address and resolve recurring issues.
- Implement, measure, and report on preventive measures to minimize future quality incidents.
- Maintain accurate records of call evaluations, feedback, and coaching sessions.
Requirements
Benefits
Pay: 18,292-20,121/monthly + Benefits.
All TSI teammates are eligible for perks including:
- High Growth / Rewarding Environment
- Cash Rewards amp; Other Bonuses
Hiring Now!
Company Culture amp; Mission
TSI makes outsourcing simple so that our clients can focus on their core business and drive sales growth. TSI is the sales, customer service, and back-office support engine behind many top brands, products, and services. We support our portfolio clients from world-class Call Centers located in the Los Angeles metro, Mexico and Latin America. We are very selective with the partners with whom we engage as well as the teammates we invite to be a part of our family. This keeps us focused on our Values: Transparency, Passion, Giving Back, Results and Fun!