Quality Advocate Coach
Job Summary: The Quality Advocate Coach is responsible for the quality review of inbound and/or outbound telephone and email inquiries of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently. Also, audits phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines. This position reports to the Manager of Learning & Performance.
a. Associates degree or higher preferred, or 3 plus years relevant work experience as a CSR or TSR.
b. Professional workforce certifications are a plus Ability and willingness to learn new software applications.
c. Skills in complex problem solving, judgment, critical thinking and decision making.
d. Ability to be highly organized with an emphasis on accuracy and timeliness.
e. Ability to organize information and have attention to detail and accurately follow procedures.
f. Ability to work alone with minimum supervision and with others in a team environment.
g. Ability to effectively communicate orally and in writing with co-workers, management team, other Departments.
h. Ability to sit the entire work day viewing a computer monitor as calls are quality reviewed.
i. Experience monitoring IB/OB calls and providing feedback.
j. Proven success in call center coaching.
k. Ability to proficiently use all MS Office products.
Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please email firstname.lastname@example.org and provide your name and contact information.
- Job Family Customer Service
- Pay Type Hourly
- Edinburg, VA 22824, USA
- Lynchburg, VA, USA
- Rustburg, VA 24588, USA
- Waynesboro, VA 22980, USA