Coordinator, Quality
Company: Brother USA
Location: Memphis
Posted on: August 6, 2022
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Job Description:
Job Description Let's Grow Together Our mission is to live our
---at your side--- promise and simplify and enrich the lives of our
customers, employees, and communities. "At your side" is more than
a slogan to us; it---s the purpose we do our best to fulfill every
day. With a legacy spanning over a century, this is a great place
to launch or expand any career and push the boundaries of what
comes next. We're committed to achieving shared success, and we
provide opportunities for you to develop through experience,
exposure and education. Our people have always leveraged their
unique perspectives to keep us on the right track for a lasting
future. If you want to innovate, learn, and grow with a global
leader that builds products, services, and a company people love,
then we---ll be ---at your side--- every step of the way.The
Coordinator, Quality delivers quality assurance standards,
guidance, and process improvements by monitoring the efficiency,
knowledge, and skills of Brother and Vendor agents. This position
maintains, creates, and updates all documented quality processes
and procedures as. This role makes recommendations to improve agent
performance through changes in procedures, answers, and system
improvements. This position works closely throughout customer
service to provide coaching and feedback to ensure customer service
meets the quality standards and maintains an industry-standard
program.Quality Assurance Evaluate, re-evaluate, monitor, and coach
voice, email, chat, and escalated interactions on customer service
skills, product knowledge, technical skills, policy, procedure, and
compliance adherence with the auditors and representative based on
established quality standards Contribute to the design of call and
incident quality monitoring formats and standards Maintain and
update call center quality processes and procedures Participate in
vendor and internal calibration sessions to ensure alignment and
report findings to management Data Analysis Create error trend
analysis, scorecards and propose immediate action plans for agent
quality improvement Use quality data to make recommendations on
changes in procedure, system generated answers to management to
improve agent performance Manage along with other Quality team
members the relationship with internal business partners and
vendors to perform quality needs analysis and determine business
and performance needStrategic Alignment Initiate and participate in
cross-functional process improvement activitiesQUALIFICATIONS
Education High School Diploma (or G.E.D.); General Education
Bachelor's Degree, Business Administration (or equivalent
experience) Experience Minimum 3 years Inbound call experience as a
Customer Specialist in a Customer Contact CenterMinimum 1 year
Experience monitoring customer service calls for Quality standards
Languages Spanish-preferredOther Skills/Knowledge/Abilities Strong
organizational and time management skills Excellent written and
verbal communication skills Problem-solving and critical thinking
with attention to detail and follow-up Self-motivated with the
ability to work independently and within a team environment
Leadership skills including constructive feedback (delivering and
receiving), ownership and accountability, and team orientation
(commitment to task, versatility) Outstanding customer service
skills and dedication to providing exceptional customer care Must
adapt well to change and successfully set and adjust priorities as
neededThis role will be a hybrid role. Subject to business needs,
employees may work remotely up to two days per week. Assigned
office days will be determined by managers. LI-Hybrid What We Offer
Our EmployeesWe offer an above-market benefits package that
includes a choice of Health Insurance plans (including Dental and
Vision Insurance), a generous 401(k) Retirement Savings Plan, paid
holidays, paid time off (PTO), and more Plus, if you---re
considering an advanced degree that would help you achieve your
development and career goals, Brother USA offers a highly
competitive tuition reimbursement program.See what all the fuss is
about Apply today to learn why Forbes called Brother one of the
World---s Best Employers (2020) and NJBIZ called Brother one of the
Best Places to Work in New Jersey (2021)Brother International
Corporation has earned its reputation as a premier provider of home
office and business products, home appliances for the sewing and
crafting enthusiast as well as industrial solutions that
revolutionize the way we live and work. Brother International
Corporation is a wholly-owned subsidiary of Brother Industries Ltd.
With worldwide sales exceeding $6 billion, this global manufacturer
was started more than 100 years ago. Bridgewater, New Jersey is the
corporate headquarters for Brother in the Americas. It has fully
integrated sales, marketing services, manufacturing, research and
development capabilities located in the U.S. In addition to its
headquarters, Brother has facilities in California, Illinois and
Tennessee, as well as subsidiaries in Canada, Brazil, Chile,
Argentina, Peru and Mexico. For more information, visit
www.brother.com.Brother International Corporation ("Brother") is an
equal opportunity employer and does not discriminate or make
employment decisions on the basis of race, color, religion, sex,
disability, or any other characteristic protected by applicable
state or federal laws. If you require any physical or other
assistance in completing this application, a reasonable
accommodation will be made upon request.
Keywords: Brother USA, Memphis , Coordinator, Quality, Other , Memphis, Tennessee
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