Quality Assurance Program Coach

Sysco•Woodridge, IL

2d•Hybrid

About The Position

The Quality Assurance Program Coach develops employees and supports the Quality Assurance program to ensure representatives provide quality service aligned with organizational objectives. The role supports management in optimizing call center performance through root cause analysis and recommendations for strategic initiatives that 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 customer service and administrative duties described for a Customer Service Representative II as required.

Requirements

High school diploma or equivalent.
2 to 5 years of call center customer care experience, preferably in a related industry.
Strong Microsoft Office skills.
Customer-centric and comfortable using the internet.
Professional conduct and the ability to set a positive example for others.
Strong time-management, multitasking, planning, and organizational skills.
Ability to stay focused on critical objectives and work in a fast-paced, closely integrated team where customer delight, communication, teamwork, and flexibility are essential.
Ability to write short correspondence, spell accurately, and communicate clearly in spoken and written English.
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 collaboratively on multiple ongoing projects.
Ability to perform basic arithmetic calculations, including percentages.
Ability to concentrate for extended periods.
Excellent oral and written communication, 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, and maintain discretion with company information about customers, pricing, products, and procedures.
Able to sit for prolonged periods and occasionally bend, reach, and stoop.
Able to look at a computer screen for prolonged periods and type, and able to read written instructions, reports, and other documentation.
Occasionally lift, carry, or move up to 30 pounds.
Required vision abilities include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Frequently talk or hear; the work environment noise level is usually light to moderate.
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, and order management systems.

Responsibilities

Coach team members in ongoing skill development and professional growth through quality assurance, training, support, and motivation.
Monitor team performance and employee productivity through 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 when needed.
Develop analytical reports on quality performance daily, weekly, and monthly.
Advise on how quality improvements can maximize sales and increase customer satisfaction.
Assist with training and continuing education, and ensure training manuals and materials are 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 activities and administrative duties as required.
Monitor and analyze trends from proactive activities and make timely process-improvement recommendations to management.
Maintain professional and technical knowledge through educational workshops and review of professional publications and education.
Perform other assigned duties.