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Call Center Quality & Training Coordinator
Maymont Homes
Ensures call quality, trains agents, and drives performance improvements.
8d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Charleston, SC
Office Full-Time
Company Size
50 Employees
Service Specialisms
Acquisition
Renovation
Property Management
Maintenance Services
Housing Development
Sector Specialisms
Residential
Role
What you would be doing
call evaluation
coaching
calibration
onboarding
powerpoint
quality assessment
- Ensure continuous improvement in customer interactions by maintaining high service standards.
- Conduct call evaluations and one-on-one coaching sessions to provide timely feedback (within 2 business days).
- Assist in organizing company events such as the Q3 Quality Award Celebration.
- Host weekly calibration sessions with front-line leaders and monthly sessions with QA specialists.
- Focus on addressing performance gaps to accelerate agent development.
- Provide hands-on support to enable quicker onboarding and ensure new team members meet key performance indicators (KPIs).
- Promote alignment and consistency in quality assessments to ensure accurate call monitoring across teams.
- Develop PowerPoint presentations and other materials to enhance training programs, motivate employees, and promote a culture of excellence.
- Assist in the new hire training process, particularly during the nesting phase.
- Ensure quality standards are aligned and upheld across the organization to improve customer satisfaction and team performance.
- Work with various departments to implement tailored quality initiatives.
What you bring
microsoft office
powerpoint
quality assurance
coaching
cross-functional
critical thinking
- Event and Content Support (10%)
- Ability to collaborate with cross-functional teams.
- Call Evaluations and Coaching (45%)
- Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed.
- Must have finger dexterity for typing/using a keyboard.
- Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.
- Strong organizational skills and the ability to manage multiple tasks.
- Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, to include the exchange and receipt of information over the telephone.
- Experience in quality assurance, training, or coaching in a customer service environment.
- Excellent communication and coaching abilities to provide effective feedback and development.
- Experience working with cross-functional teams and departments to ensure customer requirements are met.
- Position may involve sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
- Demonstrated strong written and verbal communication skills
- Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
- Experience working in a work schedule environment, including in-office operations, weekends, and holidays, based on business needs.
- High attention to detail and dedication to maintaining quality standards.
- Capable of working extended hours, to include evenings, weekends and holidays as necessary.
- Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
- Proficiency in Microsoft Office, particularly PowerPoint, for creating training materials and presentations.
- Calibration Sessions (5%)
- Ability to prove critical thinking and problem-solving concepts
- New Employee Department Training Support (35%)
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- They started with a vision to provide well-crafted homes that offer both comfort and style.
- The company has consistently grown, gaining recognition for its innovative approach in residential construction.
- With a focus on quality, they have built a reputation for designing homes that balance modern design with functionality.
- They specialize in offering personalized solutions that cater to individual tastes and needs, ensuring a unique home experience.
- One standout feature is their commitment to incorporating advanced construction technologies to enhance efficiency and sustainability.
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