Quality Assurance Coach

Quality Coach

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview

The Quality Coach's core responsibility will be to audit Customer Service cases and phone monitoring, ensuring process adherence, customer guideline adherence, CCS's professionalism and case formatting. In addition, this person will be responsible for and own all Customer Service documentation of processes and procedures along with managing our iKnow site.

Responsibilities

Responsibilities :

• Display extremely detailed knowledge of Customer Service processes and procedures
• Effectively and clearly convey audit results to management, team leads and the Customer Service team members
• Conduct training (New Hires and ongoing CCS Certification)
• Interact with internal and external clients
• Participate in resolution of escalated issues as they relate to Customer Service and overall Customer Satisfaction
• Demonstrates proficiency in client guidelines and HireRight product knowledge and procedures
• Run push button reports
• Must demonstrate attention to detail
• Language Ability : Ability to read and interpret procedure manuals. Adept at composing and documenting notes and correspondence. Very effective at speaking professionally and persuasively to customers / individuals on the telephone, and to team members as required to give suggestions, feedback, or instructions.
• Reasoning Ability : Above-average ability to apply understanding to carry out instructions furnished in written, oral, or diagram form.
• Computer Skills : Proficient in the use of all HireRight proprietary operating and reporting systems and available tools. Should have knowledge of MS Excel, PowerPoint and Word software; Previous experience with CRM / Case ticket logging tools and Automated Call Distribution monitoring and reporting tools desired; must be effective at use of the Internet.

Qualifications

Qualifications :

Please submit resume / CV in English. All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.