Exceptional Quality Coach

24 hours ago

Dublin, Dublin City, Ireland beBeeQuality Full time

Our company was founded in 2007 by two hosts who welcomed three guests to their home. We have since grown to offer over 5 million unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Every day, hosts continue to innovate and provide new ways for guests to experience the world.
We are hiring for 1 Quality Insights Lead role open for multiple locations: Singapore or Manila or Dublin or Montreal
The Community you will join:

  • The Quality Insights Lead (QIL) supports the daily operations of our Quality program, setting high standards for quality across the organization.
  • The QIL drives continuous improvement through Quality initiatives, including analysis, business case development, reporting on Quality monitoring, and applying Problem Solving Methodologies.
Key Responsibilities:
  1. Provide daily support for Quality programs.
  2. Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.
  3. Execute Quality Improvement and ad-hoc after-action reviews.
  4. Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
  5. Participate in and lead global calibration sessions with internal and partner teams to standardize Quality monitoring and Problem Solving methodologies.
  6. Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture.
  7. Coach CS agents to achieve Quality program standards.
  8. Act as the Quality representative for other teams and contribute to relevant projects.
  9. Collect, analyze, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites.
  10. Travel to partner sites to implement, train, and run key QA initiatives.
  11. Master our policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.
  12. Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers.
  13. Recommend actions to improve based on QA dashboard outcomes.
  14. Upskill in relevant or new service tiers when needed.
A typical day:

Pursuing Excellence; setting high standards for work produced while holding yourself and others accountable

Collaborative; skilled working with cross-functional peers/teams

Presenting and Influencing; ability to develop action plans, business cases and data driven reporting

Coaching; You objectively analyze performance and provide regular feedback.

Ability to maintain high levels of confidentiality while performing analysis and coaching

Solving Problems; You quickly identify root causes as well as subtle, hidden issues.

Managing Time Efficiently; You prioritize correctly, focusing efforts on most important tasks.

Your Expertise:
  • 2-4 years of Customer Experience management experience in a rapidly growing network.
  • Experience working in a QA Specialist or related role.
  • Working knowledge of contact center end to end processes.
  • Working knowledge of customer service assessment tools.
  • Experience leading, inspiring and motivating others to meet goals and metrics.
  • Passionate about setting a high bar of exceptional customer service.
  • Highly-developed analytical and critical-thinking skills.
  • Ability to spot trends in data and provide recommended actions to drive performance.
  • Excellent written and verbal communication skills.

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