Quality Assurance Coach

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

The Quality Coach's core responsibility will be to audit Customer Service cases and phone monitoring, ensuring process adherence, customer guideline adherence, CCS’s professionalism and case formatting. In addition, this person will be responsible for and own all Customer Service documentation of processes and procedures along with managing our iKnow site.

Responsibilities:

• Display extremely detailed knowledge of Customer Service processes and
  procedures
• Effectively and clearly convey audit results to management, team leads and
  the Customer Service team members
• Conduct training (New Hires and ongoing CCS Certification)
• Interact with internal and external clients
• Participate in resolution of escalated issues as they relate to Customer Service
  and overall Customer Satisfaction
• Demonstrates proficiency in client guidelines and HireRight product knowledge
  and procedures
• Run push button reports
• Must demonstrate attention to detail
• Language Ability: Ability to read and interpret procedure manuals. Adept at
  composing and documenting notes and correspondence. Very effective at
  speaking professionally and persuasively to customers / individuals on the
  telephone, and to team members as required to give suggestions, feedback, or
  instructions.
• Reasoning Ability: Above-average ability to apply understanding to carry out
  instructions furnished in written, oral, or diagram form.
• Computer Skills: Proficient in the use of all HireRight proprietary operating and
  reporting systems and available tools. Should have knowledge of MS Excel,
  PowerPoint and Word software; Previous experience with CRM / Case ticket
  logging tools and Automated Call Distribution monitoring and reporting tools
  desired; must be effective at use of the Internet.

Qualifications:

• High School diploma or GED required
• Education / Experience: Prior customer service, call center or production
  environment is required.
• Individual Growth Potential: Ability and desire to grow within the organization to positions of greater responsibility; willingness to seek additional training as required for future opportunities
• Entry level for less complex professional roles not requiring a specific degree.
• Has developed knowledge of an extensive body of technical, support or administrative policies and procedures.
• Requires extensive training and experience to perform a wide variety of interrelated, multi-skilled or standard procedural assignments and resolve a wide range ofmoderately complex issues.
• Accomplished in implementing practical procedures or systems, which are moderately complex and require extended skill in order to ensure proper completion.
• Basic understanding of the roles of various functional groups within own area.

Please submit resume/CV in English.

All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.