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Quality Coach I

Global Payments

Global Payments

Quality Assurance
Jeffersonville, IN, USA
Posted on Tuesday, January 9, 2024

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Purpose

Monitors and enhances agent effectiveness by evaluating customer interactions via phone, chat, or email and delivers constructive feedback to the agent in order to improve quality and overall customer experience. Identifies call strengths and opportunities and provides relevant techniques via a flexible coaching model to ensure best in class service is being delivered consistently to our customers.

Duties and Responsibilities

  • Embraces our corporate mission and culture while fostering an environment that empowers our teams to passionately represent our customers.

  • Supports and actively contributes to organization and department initiatives.

  • Builds strong relationships and rapport with department leaders and agents.

  • Monitors customer care calls, gathers information and meets individually with agents to provide detailed feedback on observed behavior.

  • Collaborates with leadership and the training department to construct and execute development plans to support agents.

  • Delivers immediate feedback to leadership on critical incidents that may be impactful to the company and customers.

  • Responds to stakeholder requests for review of escalated interactions.

  • Prepares information and participates in internal calibration sessions.

  • Develops analysis and participates in business review meetings with various levels of leadership.

  • Masters 1-2 Lines of Business

  • Completes Quality Coach certification for coaching and evaluations.

  • Serves as a backup resource to the Customer Care Leadership as necessary to resolve escalated customer service calls.

  • Assists management with other duties and special projects of moderate/major impact.

Skills and Abilities

  • Exhibit strong written, verbal and active listening skills

  • Combine technical knowledge with customer expectations and offer creative solutions to complex problems in a timely and efficient manner.

  • Display judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, leadership and customers.

  • Responsive, flexible, and open to process changes with aptitude to receive and deliver clear feedback

  • Dynamic questioning techniques

  • Distinguished interpersonal skills and tenacity to build rapport and strong relationships with both business and difficult conversations.

  • Working knowledge of Google programs including but not limited to Sheets, Docs, Slides, Forms, Meets and the ability to learn new systems rapidly.

Qualifications

Minimum:

  • High School Diploma or Equivalent

  • 2 years of customer service experience

Preferred:

  • Bachelor’s degree or its equivalent

  • Customer Care Agent II or higher

  • Quality, leadership, or coaching experience

Career Path

US Merchant Business Quality Coach II

● US Merchant Business Quality Coach Senior

● US Merchant Business Quality Supervisor

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.