Quality Assurance Program Coach

Sysco•Woodridge, IL

1d•Hybrid

About The Position

The Quality Assurance Program Coach supports employee development and the Quality Assurance program, helping ensure representatives provide quality service aligned with organizational objectives. The role supports management in optimizing call center performance by conducting root cause analysis and recommending strategic initiatives to improve team and individual efficiency and service delivery. The position is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m., and is hybrid eligible. It also performs day-to-day customer service and administrative activities described for a Customer Service Representative II as required.

Requirements

High school diploma or equivalent.
At least 2 years of call center customer care experience; the stated experience range is 2 to 5 years, preferably in a related industry.
Strong Microsoft Office skills.
Customer-centric and Internet savvy.
Professionalism and the ability to serve as a model for others.
Strong time-management skills and the ability to multitask while staying focused on critical objectives.
Positive, can-do attitude.
Ability to work in a fast-paced, closely integrated team where customer delight, communication, teamwork, and flexibility are essential.
Ability to write short correspondence and spell accurately.
Ability to speak and write English clearly and understandably.
Ability to follow detailed procedures and processes accurately.
Ability to work with a diverse group of people and comfortably under pressure.
Ability to work independently and with a group on multiple ongoing projects.
Ability to perform basic arithmetic calculations, including addition, subtraction, multiplication, division, and percentages.
Ability to concentrate for extended periods.
Excellent oral and written communication skills.
Ability to plan and organize time and projects efficiently.
Excellent critical-thinking and problem-solving skills.
Ability to exchange and provide information requiring detailed explanations and maintain active discussions with customers and other workgroups.
Ability to act ethically, honestly, and professionally at all times.
Ability to maintain discretion with company information regarding customers, pricing, products, and procedures.
Must be currently authorized to work in the United States.

Nice To Haves

2 to 5 years of Quality Assurance or training-related experience.
Associate or bachelor's degree.
Bilingual Spanish.
Experience with Salesforce, CallTower, Talkdesk, or order management systems.

Responsibilities

Coach team members in skill development and professional growth through quality assurance, training, support, and motivation.
Monitor team performance and employee productivity through quality reviews of data, phone calls, Salesforce, CallTower, Talkdesk, and observations.
Maintain call-monitoring database metrics for call center employees.
Provide supervisors with structured, timely recommendations for employee coaching sessions.
Develop analytical reports reflecting quality performance on a daily, weekly, and monthly basis.
Consult on how quality improvements can maximize sales and/or increase customer satisfaction.
Assist with training and continuing education, and keep training manuals and materials current and accurate.
Help management ensure team members are current on procedures, policies, and guidelines through training and communication.
Communicate proactively with internal and external parties to exceed customer expectations.
Perform Customer Service Representative II customer service and administrative activities as required.
Monitor and analyze trends identified through proactive activities and make timely process-improvement recommendations to management.
Maintain professional and technical knowledge by attending educational workshops when provided and reviewing professional publications and educational materials to stay current on industry trends.
Perform other duties as assigned.