Job: Technical Support Quality Coach

This posting has expired and is no longer available.

Job Description

Only candidates who submit a resume and complete the full application will be considered - anyone without a resume will be declined automatically. For assistance with your job application please use our External Candidate Job Application Guide.

All staff and faculty candidates will be asked to review GCU’s staff or faculty expectations as part of the application process.

Current Employees: Please ensure you are logged on to Workday to search and apply for jobs. For assistance with your job application please use the Internal Candidate Job Application Guide.

       

       

Grand Canyon University is looking for a Quality Coach. The Quality Coach is responsible for daily monitoring of customer interactions to ensure the technical support representatives are handling calls, efficiently and courteously.  Also, audits phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines.

Responsibilities:

  • Coaches and mentors student worker staff individually or in groups by providing feedback on the following:
    • Quality Audit findings of customer interactions
    • Weekly training performance
    • Y-connect calls
    • Review of daily/weekly customer interaction metrics
  • Creates detailed documentation of coaching meetings.
  • Provides feedback (positive and constructive) on handling of calls and troubleshooting.
  • Assists student worker staff with basic and advanced troubleshooting by answering questions through internal help tickets. 
  • Handles escalation calls and helps de-escalate caller, assists with advanced troubleshooting.
  • Assists customers through multiple avenues such as phones, emails, chats, and social media.
  • Chat coordination - Assists with account creation in Zendesk, updates tickets for necessary changes.
  • Maintains adequate floor coverage by accommodating break and lunch scheduling depending on the queue.
  • Other tasks as delegated by management.

Minimum Qualifications:

  • Bachelor’s degree preferred.
  • Minimum of two years’ work experience in a call center/help desk environment.    
  • Must have a customer-focus, service orientation and professional and courteous manner.
  • Knowledge of University e-learning environments and software employed highly preferred, and/or a willingness to thoroughly learn software.
  • Must be able to work assigned shifts which may consist of weekends, holidays and evenings.
  • Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University.

       


GCU’s Christian worldview has shaped the university’s mission and growth for more than 65 years. As a Christ-centered higher education institution, GCU integrates faith, learning and work to connect the GCU community with distinct Christian principles and strong central values. At GCU, working professionals may find their purpose in ways marked by compassion, service, integrity and concern for the common good.

Employment is contingent upon the satisfactory outcome (as determined by the university) of pre-employment screening activities, including a background check.

For more information on Grand Canyon University please visit us at www.gcu.edu.



Posted 14 Days Ago

Full time

R000010508