Supervisor, Coaching & Quality- Business Process Effectiveness

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The activation role is a pivotal member of our Quality, Coaching, and Insights team, serving as a crucial liaison to leaders across all customer-facing channels. This independent contributor role is primarily responsible for driving program adoption and alignment among leaders, focusing on effective coaching behaviors and reinforcing quality standards demonstrated by our frontline teammates.

Job Description

Core Responsibilities

• Quality & Coaching Programs: Champions Comcast’s quality and coaching programs and comfortable with driving engagement of the quality and coaching tools. (i.e., Calibration Tool, myPerformance, Mercury for Voice, Celestial / AMA, TRUST, Medallia, etc.) 
• Content Creation & Facilitation: Enjoys collaboratively creating and curating content; comfortable in facilitating and engaging audiences of all sizes.  
• Innovation: Has a keen sense of curiosity, creativity and innovation to current processes, procedures, initiatives, or activities as they relate to the customer experience. Can find opportunities to enhance the customer experience, improve coaching effectiveness and business performance. 
• Delivery: Develops and/or implements proper methods, practices, policies, procedures, and change processes, and keeping employees informed of changes. May include preparation of administrative and statistical reports. 
• Communication & Collaboration: Shows effective communication skills and cross-functional collaboration. Builds and expands stakeholder relationships, coordinating and collaborating with other departments and stakeholders. 
• Project Management: Manages all assigned projects to completion, ensuring on-time delivery, with long-term impact and sustainment in mind. 
• Time Management & Organizational Skills: Proven time-management, organizational skills, prior exposure to project management, and familiarity with tools like SmartSheet, JIRA, MS Project, etc. 
• Data Analysis & Storytelling: Understands data and the story behind it. Uses data insights to make informed decisions about content and content delivery that enhances the customer experience, improves coaching effectiveness, and ultimately drives better business performance. 
• MS Office & Office Tools Proficiency: Is proficient in MS Office Suite applications (PowerPoint, Excel, Word, Outlook) and other office engagement and content tools (Kahoot! SLIDO, Canva, etc.) 
• Company Strategy: Communicates company strategy and motivates employees toward achieving company vision. 
• Independent Judgement: Consistent exercise of independent judgment and discretion in matters of significance. 
• Attendance & Availability: Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. 
• Other Duties: Other duties and responsibilities as assigned. 

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Collaboration, Communication, Content Creation, Innovation, Project Management, Stakeholder Influence, Storytelling

Compensation

National Pay Range: $50,512.90 USD-$118,389.60 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience

2-5 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance. Apply