Job Description

We design, build and deliver end-to-end CX for many of the world\'s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real \'Majorel difference\' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile - all pulling together as One Team. It\'s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

The Quality Coach provides support and Interaction monitoring support (as applicable) for a program or a vertical account either within a site and/or across multiple locations. This incumbent will conduct both Process Level and/or Agent Level contact Interactions between a Contact Center Representative and our client\'s End User. This individual is responsible for the accuracy of evaluations, interaction assessment. Additionally, this individual contributor influences agent development through effective coaching and development. The Quality Coach is responsible for the proactive identification of agent level performance related opportunities by Interaction Monitoring Results. A Quality Coach is also responsible

Overall Responsibilities:

• Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees including troubleshooting.
• Participate and contribute to company projects and developmental meetings.
• Coach agents on a daily, weekly and monthly basis to Quality improvement.
• Conduct Supervisor Interaction Audits.
• Conduct Process and Agent Level Interaction Monitoring.
• Ensure consistent application of the quality process/system.
• Attend and/Facilitate Client Calibration or monitoring sessions.
• Facilitate Quality training and/or initiatives.
• Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement.
• Monitor agent quality on a daily, weekly, and monthly basis.
• Develop and maintain quality reports at agent, team, and call center level.
• Assist in developing and streamlining Quality procedures.
• Provide written and verbal feedback to agents on all completed evaluations.
• Attend Calibration Sessions.
• Handle End User Interactions as required

Job Requirements:

• Mandatory Language - English and Mandarin
• Must be well versed in MS Office (Excel and PPT).
• Resilient and able to adapt to task and schedules.
• Team Player and can communicate confidently with own team and stakeholders.
• Understand and comply with all company and departmental rules and regulations, policies and procedures.
• Must have the ability to perform basic math skills.
• Skills in establishing and maintaining effective working relationships with staff and customers.
• Must be a self-starter, organized, detailed oriented.
• Must be able to handle multiple projects simultaneously & be receptive to change.
• Must be comfortable in a technical environment.
• Strong knowledge of the applicable client account is required.
• Strong Customer Service/Retention/Sales/ Technical Support skills.
• Proven Past Performance Associated With Current Quality guidelines
• Works well under pressure.

Majorel is an Affirmative Action/Equal Opportunity Employer (m/f/d/v) and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination. Additionally, we respect the sincerely held religious beliefs and practices of all employees and will endeavor to make a reasonable accommodation if those sincerely held religious beliefs or practices conflict with an employee\'s job unless the accommodation would impose an undue hardship on the operation of our business. Any employee who would like to request an accommodation should contact the Human Resources Department.

Other details

• Job Family Training/Quality
• Pay Type Salary

Majorel