Quality Coach

**Ubiquiti Inc.** is a technology company based out of New York, and a leading manufacturer of Networking equipment (OEM) that has been serving its customers since 2003. Here, we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to the next generation of IT solutions and our customers know UI products for their excellent user experience, high performance, and exceptional value. Our growth is made possible by the dedicated team of hundreds who collaborate virtually and perform behind the scenes, thus creating value. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: _Simplifying IT_.

**Monitor performance of our Network Support Engineers against quality standards to ensure top-notch customer experience, and make sure customer satisfaction levels are met. Responsible for driving the overall quality of the customer interactions as well as leading the customer experience strategy**

**Responsibilities include**
- Monitoring, coaching, and feedback - responsibility for delivery of the best customer experience in every interaction.
- Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels.
- Implementation and effective usage of different QC Tools, best practices, and procedures.
- Monitor and devise plans and processes to improve CSAT and NPS.
- Monitor employee quality records; track and report on outcomes.
- Provide structured and timely feedback recommendations; actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance.
- Provide timely feedback to assist in the creation of performance improvement goals and the development of training programs.
- Determine the readiness of new hires post-training.
- Analyze and report service quality trends.
- Participate in calibration sessions.
- Assist training and operations team in reviewing training and knowledge base materials.
- Define audit framework and process for new workflows.
- Draft quality assurance policies and procedures.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Ensure ongoing compliance with quality and industry regulatory requirements.
- Use acquired knowledge to suggest and contribute to Knowledge Base articles.
- Stay up to date on Ubiquiti features and technology by attending training, participating in team communication, and keeping up with enterprise and networking trends.
- Willingness to work in rotational shifts (24x7 support).

**Required Skills**:

- Attention to Detail: Having the ability to identify even the smallest irregularity or non-compliance.
- Coaching And Feedback: Advising, assisting, mentoring, and providing feedback to Reps about their improvement areas.
- Customer Success: Doing the right thing for customers.
- Motivating Others: Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job.
- Adapting To Change - Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization.
- Proactive Approach: Proactively identify potential customer dissatisfaction issues.
- Planning And Organizing: Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities.
- Decision Making: Making good decisions in a timely and confident manner.
- Continuous Learning - Striving to expand knowledge and refine skills through education and training. Inspiring others to develop and refine knowledge and skills relevant to their work.
- Interpersonal Communication: Communicating clearly and effectively with people inside and outside of the organization.

**Required Interpersonal Skills**
- Excellent written communication skills, along with a collaborative approach.
- Outstanding customer service skills.
- Excellent account management, follow-through, and attention to detail.
- Ability to multitask and work under stress.

**Qualification**
- Bachelor's/Master's Degree. Would be preferred in field of Engineering/Computer Science/IT.
- 1-2 years of relevant Quality Analyst experience in a customer service support environment.
- Technical process experience and/or Networking certifications are a plus.

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