Quality Assurance and Coaching SpecialistGurgaon, Haryana, IndiaThe Quality Assurance and Coaching Specialist plays a pivotal role in methodically evaluating and enhancing the quality of customer interactions within the Colleague Services operations. This key position supports the implementation of standard operating procedures (SOPs) by diligently monitoring, measuring, and enhancing service delivery standards to ensure strict adherence to organizational benchmarks and elevate overall customer satisfaction. Additionally, the specialist provides targeted coaching and feedback to support professional development and optimize performance within the team.DISCOVER your opportunityWhat will your essential responsibilities include?\xc2\xb7 Conduct regular evaluations of customer interactions using established methodologies and specific parameters to uphold service quality standards.\xc2\xb7 Provide targeted and actionable feedback to colleague services team members, fostering professional development and optimizing performance through coaching and mentoring.\xc2\xb7 Collaborate with team leads and regional managers to customize the evaluation process based on regional needs and spearhead continuous improvement initiatives.\xc2\xb7 Document evaluation results and maintain a comprehensive tracker for both failed and successful calls to track performance trends and areas for improvement.\xc2\xb7 Participate in weekly calibration sessions to ensure consistency and accuracy in evaluations, aligning with best practices and quality benchmarks.\xc2\xb7 Update critical incident trackers, including password reset incidents, and deliver prompt feedback on call failures to drive immediate improvements.\xc2\xb7 Facilitate tailored training sessions based on evaluation findings, addressing identified areas for enhancement, and promoting continuous learning within the team.\xc2\xb7 Generate periodic performance reports for management review, providing actionable insights and recommendations for ongoing service quality enhancements.\xc2\xb7 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.You will report to the Remote Support Team Lead.QualificationsSHARE your talentWe\xe2\x80\x99re looking for someone who has these abilities and skills:Required Skills and Abilities:
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