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Quality Leader - (Stockton, CA)

Company: Comcast
Location: Stockton
Posted on: November 11, 2019

Job Description:

Business Unit: Job Summary:
Key role in leading the customer experience quality program for the region (TRUST & The Awesome Experience). Execute program playbook, following procedures and performance standards for their specific region. Provides ongoing support for coaching excellence (Coach the Coach), group coaching, and calibration of program behaviors in order to improve customer experience. Parnters with key stakeholders in the region and at the West Division to lead a consistent, effective program that includes technology rollout, training, communications and calibration that aligns to our company-wide plan for behavioral transformation. Has in-depth experience, knowledge and skills in field operations, training/mentoring, or retail. Usually determines own work priorities. Acts as a resource for colleagues with less experience. 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 and diversity
- Do what's right for each other, our customers, investors and our communities

Primary Responsibilities:
- Following the playbook, partners with regional leadership to execute a coaching environment focused on coaching to behaviors and not strictly metrics
- Monitors progress in accordance with the behavioral management programs to assure adherence as well as completeness in all customer transactions (Own It).
- Conducts regular meetings with Customer Experience Leaders and Regional POC?s to maintain two-way communication, provide trends and analysis to achieve quality objectives.
- Conduct new hire agent/leadership training on the quality program
- Identity needs for and design recursive training to ensure region is adapting and improving on behaviors that drive positive CX
- Assist and ensure supervisors are conducting effective behavioral monthly coaching session to their frontline employees
- Conduct as needed studies to help the business make key decision to reduce customer pain points.
- Conduct individual and group coaching sessions focused on ensuring alignment and calibration across leadership
- Assist the teams on reporting issues or concerns with certain administrative tools
- Partner with Quality leads across regions and functions to promote cross-functional learning and calibration
- Conduct Calibration meeting monthly creating alignment throughout region on what ?right? behaviors look and sound like
- Participate in Regional, Division and National calibrations for alignment

Core Responsibilities:
- Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.
- Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.
- Assists leadership in the identification, prioritization, planning development, coordination, support, and execution of high impact plans for effective and sustainable cost savings.
- Evaluates and implements new methods and techniques for operational improvement.
- Provides customer service leadership with regard to all facets of customer contact and operations analysis.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
- Other duties and responsibilities as assigned.

Job Specification:
- Bachelors Degree or Equivalent (Business)
- Generally requires 5-7 years' related experience

Additional Requirements:
- Excellent written, verbal, and presentation skills required
- Advanced experience with PowerPoint, Excel, and Word
- Excellent meeting facilitation, planning and management skills required
- 10-20% travel with a valid passport



?Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast, Stockton , Quality Leader - (Stockton, CA), Other , Stockton, California

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