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NEOGOV · 22 hours ago

Quality Improvement Coach

1401 Ave. K Lubbock, TX

Full-time

Onsite

Mid Level

$45K/yr - $45K/yr

3+ years exp

NEOGOV is a company focused on enhancing public services, and they are seeking a Quality Improvement Coach to ensure exceptional customer service and high-quality standards. The role involves coaching staff, assessing performance, and developing strategies for continuous improvement in call center operations.

GovTechHuman ResourcesInformation TechnologySoftware

Responsibilities

Utilize call monitoring and quality assurance tools to assess agent performance, identify areas of success, identify areas for improvement, and provide constructive feedback and coaching

Provide and conduct regular one-on-one coaching and mentorship to team members to help them improve their performance, achieve targets, and maximize their potential by identifying strengths, weaknesses, and areas for improvement

Develop and implement customized coaching plans and strategies tailored to the needs of individual team members, focusing on areas such call handling skills, communication effectiveness, product knowledge, and adherence to scripting and policies

Act as a resource and mentor to staff by providing ongoing support, guidance, and encouragement to help them succeed in their roles and achieve performance targets

Maintain a positive and supportive coaching environment, celebrating success, fostering a culture of accountability, collaboration, and continuous learning

Keep accurate records of coaching sessions, performance evaluations, and progress reports for team members, and provide regular updates to leadership on coaching activities and outcomes

Work closely with leadership to establish clear goals, objectives, and performance metrics for individual team members, and monitor progress towards achieving goals

Provide feedback and recommendations to management regarding strategies for optimizing business processes, improving team effectiveness, and achieving staff growth objectives

Act as a liaison between the training department and other departments within the organization to ensure alignment and collaboration on key initiatives and objectives

Qualification

Call center operationsQuality assuranceCoaching techniquesMicrosoft Office SuiteAnalytical mindsetOrganizational skillsInterpersonal skills

Required

Minimum of 3 years Utility or Call Center Experience or combination thereof

Experience in call center operations, quality assurance, or related roles, with a strong understanding of call center processes, business processes and procedures, and customer service principles

Strong coaching and mentoring skills, with the ability to motivate and inspire team members to achieve their goals

Excellent communication and interpersonal skills, with the ability to effectively engage with individuals at all levels of the organization

Analytical mindset with the ability to assess performance metrics, identify trends, and make data-driven decisions

Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Proficiency in Microsoft Office Suite: including Word, Excel, and Visio

Ability to learn priority software and training programs quickly

Occasionally lift and carry up to 25 pounds

Frequently stand and walk

Occasionally kneel

Frequently push and pull objects

Frequently rotate upper trunk to the left or right while sitting or standing

Frequently reach above, at or below shoulder height