Quality Coach- Service Delivery Operations

2 months ago

Noida, India PrismHR Full time

We are seeking an exceptional Quality Coach with a strong customer service aptitude to work at our Noida office. This is an exciting and unique opportunity for a quality professional to join a highly entrepreneurial, collaborative organization that is looking to become a leader in the Human Capital Management (HCM) space.
As a Quality Coach, you will work closely with the company’s Service Delivery leadership group. You will be responsible for quality review of all service transactions to ensure accurate information is provided professionally, courteously, and consistently to our customers.
This is an excellent opening for a quality assurance expert to audit HCM service transactions to be compliant with US corporate policies, procedures, and applicable regulatory guidelines. This position reports to the Service Delivery Manager of the EPAY Customer Care Team.

**Responsibilities**:

- Perform quality reviews for the members of the Service Delivery team within specific parameters to ensure quality service goals and standards are met and identify areas where improvement can be achieved.
- Ensure that the Service Delivery team is providing up-to-date information, following current processes, and communicating effectively with our customers.
- Coordinate with department team leaders and managers to ensure an appropriate number of audits are performed for each individual in their team.
- Summarize findings and recommendations in a weekly or monthly report format and forward them to team managers for use in performance assessments and promotional decisions.
- Identify adverse performance trends and patterns.
- Mentor newly hired representatives to ensure a smooth transition from learning environment to daily production environment and occasionally provide formal training.
- Provide input and assist with the development of additional training or procedure changes that may be required to enhance service productivity.
- Assist with customer transactions during periods of excessive calls and other duties as assigned by management.
- Maintain a comprehensive working knowledge of policies, procedures, and benefits across all product lines.

**Qualifications**:

- A self-motivated individual with a bachelor’s degree in any field.
- Excellent written and verbal communication skills with a technical background.
- Ability to proficiently use all MS Office products.

**Desired Qualifications**:

- Training development experience with proven success in coaching and mentoring is a plus.

**Diversity, Equity and Inclusion Program/Affirmative Action Plan**:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

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