Quality Coach (Administrative)
Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.
The Quality Coach supports Supervisors and Managers in the Independence Blue Cross Family of Companies contact centers. The Quality Coach role is responsible for the creation and execution of comprehensive integrated coaching and learning strategies with a focus on performance improvement in KPIs and the customer experience. In addition, this role identifies current and leading-edge workplace learning best practices, trends, and infrastructure options and builds strategies that foster a culture of coaching and continuous learning. This includes the professional practice of supporting the development of professionals across the contact centers through direct teaching, coaching, and consulting activities.
Key Responsibilities
The Quality Coach is responsible for supporting and fostering the coaching standards for the overall service organization and works on the individual needs of the team Coaches. The Quality Coach is skilled in the area of analyzing metrics to determine coaching opportunities, giving feedback, including modeling of specific behaviors, and identifying action steps. They also facilitate calibration sessions with coaches and monitor processes and progress to maximize service effectiveness. In addition, creates learning content and scripting to support areas of focus. The key to the Quality Coach's success is credibility within the organization and their ability to demonstrate the necessary skills and behaviors.
Coaching/Evaluation – 50%
§ Conducts coaching observations and provides verbal and written delivery of feedback to coaches monthly and as appropriate
§ Evaluates Team Leads and Supervisors and provides input into development plans
§ Maintains coaching observation log of skill development and progress of each Team Lead and Supervisor
§ Inspects Team Lead and Supervisor coaching logs to evaluate detail and balance of behavior reinforcement, refinement, and redirection
§ Shadows Team Leads and Supervisors to provide feedback on the use of QA/resolution/CSAT/efficiency skills, recommended models, technical accuracy, and call flow processes
§ Schedules and facilitates meetings with Managers to provide updates and status on coaching effectiveness
Process Improvement Identification – 20%
§ Identifies processes, tools, and systems that cause negative impact on efficiency and customer service results.
§ Makes recommendations to Leaders for process improvements based on observations of trends, progress, and obstacles
§ Reports out monthly coaching observations and successes/roadblocks to Leadership
§ Attends department meetings such as MTM, FCR Readout, MTM Remediation, Supervisor weekly meetings and QA Monthly calibration sessions to stay abreast on overall areas of opportunity and contribute what has been learned through coaching observations
§ Participates in planning measurable milestones to meet quality goals
§ Identifies and/or recommends prospective coaches development pipeline and placement
§ Using available systems/dashboards, reviews team and individual agent metric results to assist Supervisors with the development of improvement plans for their teams
§ Provides monthly, quarterly, and bi-annual reporting on team progress and coaching effectiveness
§ Works with reporting team to ensure correctness of mid-month and end of month coaching activity reporting
§ Maintains and reconciles Ulysses licenses data base
§ Participates in coach best practices conference calls and forums
§ Maintains Integrity of quality and coaching programs
§ Participates in bi-weekly coach calls
§ Meets regularly with QA Audit team to provide feedback on any identified challenges with scoring
Implementation of Process Improvement Campaigns – 10%
§ Assists with the implantation of performance improvement campaigns including content development for job aids, tip documents, scripting, and trivia
§ Compiles and presents ranking/results
Bachelor's Degree in a related field or equivalent experience. Minimum 5 years related experience.
Knowledge, Skills, Abilities
- Working knowledge of Excel, PowerPoint, and Word
- Excellent customer service skills
- Strong oral and written communication skills with the ability to communicate and provide feedback to all levels of the organization
- Ability to motivate and influence others.
- Effective negotiation, conflict management, and active listening skills
- Ability to solve problems creatively and effectively.
- Ability to analyze performance results and create plans to address deficiencies.
- Excellent organizational and time management skills
- Exhibits commitment to a learning organization and culture
- Develops and maintains professional relationships with business partners, internal clients, and delivery teams through positive, team-oriented, and service-conscious behavior
- Ability to build strategy and implement tactically.
- Maintains regular and reliable attendance.
Hybrid
Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
