Quality Coach Representative

Job Description

About UsGlobal Payments is a Fortune 500 worldwide payment technology and software company, providing the worlds leading complete commerce ecosystem to businesses of every size. Our unique, connected infrastructure serves every dimension of commerce, carrying billionsof transactions every yearsafely and seamlessly.In the UK & I we employ over 500 people across 5 sites and work with over 60k customers including blue chip companies such as The Post Office, Five Guys & Trainline.About the RoleAs a Quality Coach Representative, you will monitor and enhance effectiveness by evaluating customer interactions via phone and delivering constructive feedback in order to improve call quality and customer satisfaction. You will identify call strengthsand opportunities and provide coaching to ensure world class service is being delivered consistently to our customers.All we need from you is 2+ years experience in customer service and we will provide you with all the training you need!This position is remote based in or around the East Midlands area offering a salary up to £21,500 plus benefits including an annual bonus, matched pension scheme, healthcare, a welcoming culture, 26 days holiday plus bank holidays and much more! The workinghours are Monday to Friday 9-5pm.

• Embraces our corporate mission and culture while fostering an environment that empowers our team to passionately represent our customers
• Builds strong relationships and rapport with department leaders and Customer Care Advocates
• Monitors customer care calls, gathers information, and meets individually with Advocates to provide detailed feedback on observed behavior
• Collaborates with Customer Care Leadership and the training department to construct and execute development plans to support Advocates
• Delivers immediate feedback to Leadership on critical incidents that may be impactful to the company
• Facilitates and prepares information for internal partner calibration sessions and provides detailed responses to basic and complex inquiries
• Develops analysis and occasionally participates in business review meetings with various levels of management.
• Conducts Quality certifications for line leaders and newly onboarded coaches as and when needed
• Completes Quality Coach training and certification
• Assists management with adhoc duties

About You

• Proven Customer Service experience (2+years)
• Combines technical knowledge with customer expectations and offers creative solutions to complex problems in a timely and efficient manner.
• Displays judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, leadership and customers.
• Is responsive, flexible, and open to process changes with aptitude to receive and deliver clear feedback.
• Demonstrates strong written, verbal and active listening skills
• Employs reason when handling emotional topics
• Builds rapport and strong relationships with teammates, Advocates, and leadership.
• Proficient knowledge of Google programs including but not limited to Sheets, Docs, Slides, Forms and ability to learn new systems rapidly

Keyskills :
Quality AssuranceCall Monitoring