Contact Center Quality Assurance Coach

Are you a passionate and dedicated individual with a strong background in customer service and quality assurance? Do you thrive in a fast-paced and dynamic environment? If so, Orlando Health is looking for a Contact Center Quality Assurance Coach to join our team! As a Quality Assurance Coach, you will play a vital role in ensuring that our contact center agents deliver exceptional customer service to our patients and their families. In this position, you will have the opportunity to provide coaching and feedback to our team members, identify areas for improvement, and contribute to the overall success of our contact center operations. To be successful in this role, you must have a minimum of 3 years of experience in a contact center environment, strong communication and interpersonal skills, and a strong understanding of quality assurance practices. If you are passionate about providing excellent customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity at Orlando Health!

1. Conduct regular quality assurance evaluations of contact center agents' interactions with patients and their families to ensure adherence to company standards and policies.
2. Provide coaching and feedback to contact center agents on areas for improvement and best practices for delivering exceptional customer service.
3. Develop and implement quality assurance processes and procedures to improve overall customer satisfaction.
4. Collaborate with contact center leadership to identify and address training needs and gaps in quality assurance.
5. Analyze data and metrics to identify trends and areas for improvement in customer service.
6. Communicate effectively with contact center agents, team leaders, and management to provide updates on quality assurance initiatives and results.
7. Train and onboard new contact center agents on quality assurance standards and procedures.
8. Monitor and track customer complaints and work with contact center agents to address and resolve them in a timely manner.
9. Conduct regular audits of contact center processes and procedures to ensure compliance with quality standards.
10. Participate in cross-functional teams to identify and implement process improvements for the contact center.
11. Stay updated on industry trends and best practices in customer service and quality assurance.
12. Foster a positive and collaborative work environment within the contact center team.
13. Contribute to the development of performance goals and objectives for contact center agents related to customer service and quality assurance.
14. Collaborate with other departments within the company to ensure consistency in customer service standards and practices.
15. Represent the contact center in meetings and presentations related to quality assurance and customer service.

According to JobzMall, the average salary range for a Contact Center Quality Assurance Coach in Orlando, FL, USA is $33,000 to $50,000 per year. This may vary depending on factors such as experience, qualifications, and the specific company or industry.

Orlando Health is a private, not-for-profit network of community and specialty hospitals based in Orlando, Florida. Orlando Health has award-winning hospitals, clinics and over 2000 physicians throughout Central Florida.