Quality Assurance and Coaching Expert
1 month ago
Job Summary:
We are seeking a highly skilled Quality Assurance and Coaching Specialist to join our team. The successful candidate will play a pivotal role in evaluating and enhancing the quality of customer interactions within our Colleague Services operations.
Key Responsibilities:
- Conduct regular evaluations of customer interactions using established methodologies and specific parameters to uphold service quality standards.
- Provide targeted and actionable feedback to colleague services team members, fostering professional development and optimizing performance through coaching and mentoring.
- Collaborate with team leads and regional managers to customize the evaluation process based on regional needs and spearhead continuous improvement initiatives.
- Document evaluation results and maintain a comprehensive tracker for both failed and successful calls to track performance trends and areas for improvement.
- Participate in weekly calibration sessions to ensure consistency and accuracy in evaluations, aligning with best practices and quality benchmarks.
- Update critical incident trackers, including password reset incidents, and deliver prompt feedback on call failures to drive immediate improvements.
- Facilitate tailored training sessions based on evaluation findings, addressing identified areas for enhancement, and promoting continuous learning within the team.
- Generate periodic performance reports for management review, providing actionable insights and recommendations for ongoing service quality enhancements.
- Actively contribute to Knowledge Management by creating new knowledge articles, cascading knowledge, and ensuring the accuracy and relevance of existing articles to support continuous improvement and knowledge sharing within the team.
Requirements:
- Bachelor's degree in one of these areas - Quality Assurance, Engineering, Information Technology, or a related field. Relevant certifications such as Six Sigma and ISO 9001 would be considered advantageous.
- ITIL Foundation certification, showcasing an influential foundation in IT service management best practices.
- Extensive experience in service desk operations, quality assurance, quality control, or a related field, with a preference for prior experience in the IT industry.
- Proven proficiency in analytical skills with meticulous attention to detail, enabling precise evaluation and performance analysis.
Desired Skills and Abilities:
- Exceptional communication and feedback delivery abilities, fostering an environment of constructive coaching and professional development.
- Adept at effective collaboration with various stakeholders, including team members, team leads, regional managers, and cross-functional partners.
- Demonstrated commitment to continuous learning and improvement, adapting to evolving industry standards and driving ongoing enhancements in service quality and coaching practices.
About AXA Group:
AXA Group is a leading global insurance company, providing a wide range of insurance and financial services to individuals and businesses. We are committed to delivering innovative solutions and exceptional customer service.
How to Apply:
Interested candidates should submit their application, including a cover letter and resume, to our online portal. We look forward to reviewing your application.
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