Shentel (NASDAQ: SHEN) is a regional telecommunications company successfully providing a broad range of telecommunication solutions for over 110 years. Shentel is committed to enriching the lives of the customers we serve with the highest quality telecommunication services by making major investments in technology easy. It is our vision to provide rural communities with access to the same level of telecommunications services as those found anywhere else in the US. With operations in multiple states, we provide our customers with wireline, Cable TV, and internet. We are looking for dedicated people with professional attitudes who take pride in providing superior customer service, closing sales and driving success of all of the facets of our business. We're Shentel. Always connected to you. Shentel is an Equal Opportunity Employer and a Drug-Free Workplace.
I. 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 Supervisor of Quality and Workforce/Customer Experience.
II. Duties and Responsibilities:
a. Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
b. Audits representatives' interactions they have with customers, observing performance, techniques, and application of guidelines and procedures.
c. Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
d. Coordinates with Supervisor to ensure appropriate number of audits is performed for each phone representative.
e. Evaluates and records the quality and performance during each call.
f. Provides feedback on uniform application of guidelines and procedures.
g. Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives.
h. Identifies adverse performance trends and patterns.
i. Investigates findings from customer surveys and provides feedback based off those findings.
j. Reaches out to customers as needed based off the feedback received.
k. Provides input in the development of additional training or policy and procedure changes that may be required to enhance service productivity.
l. Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in the policies and procedures.
m. In periods of excessive call volume, assists by handling customer interactions.
n. Participates in meetings and presentations or other designated special projects as assigned.
o. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
p. Provides feedback for training opportunities based off findings.
q. Other duties as assigned.
III. Qualification Requirements:
a. Associates degree or higher preferred, and at least 1 to 2 plus years relevant work experience.
b. 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 preferred.
j. Call center coaching experience preferred.
k. Ability to proficiently use all MS Office products.
l. Desire to continue self-improvement and have an always improving attitude.
This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. The incumbents may be requested to perform tasks other than those stated in this description to help support the needs of the organization.
The company reserves the right to revise or change this job description as the need arises. This job description does not constitute any written or implied contract of employment.
Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.
If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or firstname.lastname@example.org. When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly.