Quality Specialist

About the role 

We are seeking a dedicated Quality Specialist to join our Customer Success team. This role involves monitoring the quality of customer service interactions, providing timely coaching and training to team members, conducting regular training sessions for newcomers, and reporting on quality metrics and the effectiveness of coaching interventions to ensure our customers receive the highest level of service and support. 

• Conduct regular quality assessments of customer success (CS) queues and score calls based on established quality standards. 
• Identify areas of improvement and provide timely, constructive feedback to CS team members. 
• Develop and implement coaching and training plans to address performance gaps. 
• Conduct regular training sessions for new team members and ongoing training for the team. 
• Track the progress and effectiveness of coaching and training interventions. 
• Generate detailed reports on quality metrics and coaching effectiveness. 
• Analyze data to identify trends and areas for improvement. 
• Present findings and recommendations to management. 
• Work closely with the CS team to ensure continuous improvement in service quality. 
• Participate in team meetings and contribute to the development of best practices. 
• Support other quality assurance initiatives as needed. 

• Strong ability to analyze data, identify trends, and make data-driven decisions. 
• In-depth understanding of quality assurance practices within a call center environment. 
• Previous experience in a call center must have a proven track record in quality assurance and coaching. 
• Excellent coaching abilities focused on developing team members and improving performance. 
• Exceptional verbal and written communication skills to effectively convey feedback and reports. 
• Ability to work collaboratively and contribute to a positive team environment.