Quality Assurance Analyst, Customer Care

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.

Quality Assurance Analyst, Customer Care

Primary Purpose: This position is responsible for driving sales and service objectives through quality assurance initiatives. This includes monitoring and evaluating the Customer Care Team’s quality performance across multiple channels and sites. The Quality Assurance Analyst is dedicated to objectively assessing and reporting quality performance while creating and supporting initiatives and process improvements that ensure objectives are consistently achieved.

The successful individual will leverage their proficiency in Quality Assurance to…

Complete a substantial volume of multi-channel quality monitoring evaluations for Customer Care Professionals (CCPs).

Effectively coach agents one-on-on, in small groups, and in large groups to improve call and process quality adherence and the customer experience.

Generate and analyze reporting to identify performance trends, training needs, and process improvements.

Perform root cause analysis and develop recommendations for improvement; track effectiveness.

Lead quality monitoring calibration sessions with leadership team and outsourced partner: driving consistency across sites.

Prepare weekly/monthly quality reports on individual and team performance.

Routinely present quality reporting with actionable insight to the Customer Care Leadership Team.

Partner with the Training Team to utilize quality data for associate training and development.

Create and maintain QA metrics and process documentation.

Collaborate to develop and maintain monitoring forms for all contact channels that drive behaviors consistent with performance goals.

Work with Knowledge Management to ensure documentation alignment.

Perform additional duties as needed.

The accomplished individual will possess…

Bachelor’s Degree preferred

Minimum of 5 years of QA experience in a 50+ seat contact center

Working knowledge of contact center operations, technologies, systems and processes

Ability to set strategy and follow through on tactical implementation and execution of initiatives

Excellent verbal and written communication skills

Ability to generate/analyze data and make recommendations with regards to quality performance

Strong attention to detail and accuracy

Strong organizational and time management skills with ability to meet deadlines

A high level of integrity

Interpersonal skills to accomplish results with and through individuals and teams and resolve conflicts productively

Ability to manage multiple priorities in a constantly changing environment

Commitment to quality standards and department goals

Proficient in Microsoft Office applications and relational databases

Our Competencies for All Employees

Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Our Competencies for All People Managers

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at