Quality Coach

Job Category: Sales/Retail/Business Development Brink’s Home Security® was founded in 1983 as an affiliate of Brink’s Incorporated® - the world’s largest provider of secure transportation services. We are a rapidly growing company, currently providing monitoring services to over 1,200,000 customers in more than 250 metropolitan markets in the United States and Canada. Brink’s Home Security® is proud to be an industry leader by providing reliable security for your family, home or business. Become a part of the Brink’s® Team We are looking for hard-working, enthusiastic individuals to become part of the Brink’s Home Security® Team. We offer a variety of rewarding and challenging career opportunities with competitive salaries, an inspiring work environment, great benefits and ongoing professional development. Career opportunities may be found at the National Support Center, located in Irving, Texas, a suburb of Dallas/Fort Worth, our National Customer Contact Center, located in Knoxville, Tennessee, or at one of our sales and service branch offices located across the United States as well as British Columbia, Canada.   Quality Coach Description:SUMMARY:The Quality Coach has two primary responsibilities which are to score quality and to identify areas of process improvement and innovation. Quality Coaching includes compliance related monitoring and sales conversion monitoring. The QA Coach strengthens sales conversion abilities while ensuring compliance with the business process. The Quality Coach provides quality feedback, trend and analysis for both individuals and teams to ensure departmental sales goals are achieved. Identifying areas of process improvement and innovation includes looking for trends in sales performance that lead to improved sales conversion performance while also identifying barriers in the business process that impede sales or compliance performance; document recommendations for presentation to Performance Improvement Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES:*Work with Inside Sales representatives through effective call coaching and provide feedback as it pertains to the phone calls that were monitored.*Ensure that performance standards are measured and developed uniformly for all Inside Sales representatives.*Identify and relate ways in which the reps may better enhance their sales techniques and customer service skills in order to achieve minimum sales objectives.*Work with the managers and supervisors by providing detailed feedback on the areas in which sale's teams could improve to ensure departmental goals are met.*Develop and facilitate presentations to upper level management for purposes of reporting Quality performance, service level trends and process improvements.*Lead and direct process improvement and quality initiatives with key personnel including supervisor and manager level individuals.*Work with the department trainer to identify training needs through observation and call monitoring.*Conduct Quality module(s) during new hire training and as needed for recurring training or as scripting processes change.*Coordinate and oversee Quality coaching during mentor period of training.*Prepare and analyze call quality reports for Inside Sales management review. Recommend ways of improving service to prospects and branch management.*Develop optimal training/knowledge transfer through maximizing technology.*Supports Training and Development department in implementing and participating in new hire training plus recurring training programs for existing staff of representatives and supervisors.*Maintains strong working knowledge of Inside Sales policies and procedures, plus recommends improvements based upon trends as needed.*Submit weekly report consisting of all daily activities performed.*Assists Management with projects as needed to achieve departmental goals.Qualifications:QUALIFICATION REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.REQUIREMENTS:Bachelor's degree (B. A.) from four-year college or university or equivalent preferred. Minimum of three years related sales experience. Working knowledge of quality fundamentals required. Must possess the ability to handle complaints and overcome objections, to present information in a positive way and demonstrate customer focus. Proven ability to handle stressful situations, multi task and deal with ambiguity. Demonstrate the ability to provide feedback and coaching to improve results. Active listening skills a must.LANGUAGE SKILLS:Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to speak multiple languages desirable.MATHEMATICAL SKILLS:Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.REASONING ABILITY:Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.OTHER SKILLS AND ABILITIES:Computer proficiency, especially with Windows. Excellent managerial, leadership and employee development skills. Extensive knowledge of departmental and company policies and procedures. Possesses sound business judgement in resolving customer issues and ability to perform effectively in a high volume call environment. Strong time management and organizational skills.PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to walk.Specific vision abilities required by this job include close vision and distance vision.WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.Salary/Benefits: Salary commensurate with experienceJob Location: Iving, TXJob Number: 08-0800Company URL: http://www.brinkshomesecurity.com Visit our Career Center |Learn more about us