Training & Quality Coach

Remote

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Resident
Luxurious bedding, hand-crafted rug, home decor and more, all in one place.
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Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences.  Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)! 
Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey.  We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.   
Oh, and by the way - we’ve been doing the “remote work thing” since the day we started.  So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually - it’s in our nature!
The Training Coach & QA Analyst will provide leadership, guidance, and best practices for achieving best in class customer service. They will identify trends, issues, and gather data to present to the appropriate department(s) to proactively address CSAT metrics. This role will be dedicated to ensuring that interactions with Resident’s customers are of the highest quality, primarily through monitoring and providing coaching and feedback on calls, chats and emails.
**This is a Remote, Work From Home position. All candidates must be reside in the United States. Expected work hours will be 8-4:30p PST, Monday-Friday. Weekends and Holidays may be required. You must have a quiet and dedicated workspace where you can hardwire in.**

Responsibilities

  • Monitors and evaluates inbound and outbound chat, email and phone interactions to ensure quality standards are met
  • Train, coach and mentor agents on Resident’s expectations and best practices
  • Provide training and coaching through side by side job shadowing via video chat
  • Collaborate with other internal departments to identify and assist in the development of best coaching practices
  • Collaborate with other internal departments to define quality metrics
  • Works closely with managers, supervisors and training department to develop and execute training and coaching to achieve company goals
  • Identify, support, and recognize opportunities for quality assurance improvement across the Customer Success Team
  • Ensure consistency in quality assurance practices by conducting routine calibration sessions with cross functional teams
  • Utilize call monitoring findings to report concerns/issues related to team knowledge and adherence to Resident policies and procedures to leadership
  • Assist in the development and implementation of new quality assurance policies and procedures
  • Ensure completion of quality assurance assignments from all Customer Success teams
  • Lead by example through our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum
  • Build trust organically with Customer Success agents in order to deliver the most insightful feedback

Requirements

  • A minimum of 2 years in a quality assurance and/or coaching role in a contact center environment
  • Prior inbound/outbound customer service call center experience
  • Prior training experience a plus
  • Exceptional listening and analytical skills
  • Ability to delegate and prioritize projects
  • Capable of providing constructive feedback and inspirational coaching. Great at explaining the WHYs
  • Ability to maintain a high level of professional communication both written and verbally
  • Excellent written and spoken English
  • Comfortable and familiar with working from home and being a self-starter. Experience in a startup, DTC, or e-commerce environment a plus
  • Ability to bring an upbeat, professional and respectful approach to work each day
  • Previous experience using QA software such as Stella, Five9, Maestro QA, Playvox
  • Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
  • Blazing fast internet connection in your zen work sanctuary
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.
Job region(s): Worldwide/Anywhere
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