Customer Support Coach & Quality Specialist

At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience. In the role of Senior Customer Service Coach, you will be responsible for providing guidance to Customer Service agents, help improve agent performance, and enhance customer experience quality. You will spend time one-on-one with agents or in group sessions, offering guidance, feedback, examples, and best practices across multiple products. This position reports to the Customer Service Supervisor.

• Coaching:
o Provide guidance and support to agents via Teams channels, assisting them with queries for effective and efficient customer resolution
o Liaise with team leaders and managers to conduct on-the-job coaching and training
o Deliver ad-hoc training sessions to new and existing staff to further develop and improve performance
o Monitor customer interactions, provide constructive feedback and identify areas of strength and improvement
o Identi...