The Risk Service Coach reports to the Risk Service Manager and is responsible for maintaining prescribed quality standards in our Risk environment through evaluation, coaching and training.

Responsibilities

• Ensure quality assessments are completed on each agent in the Risk Team monthly
• Ensure feedback sessions are held monthly with Risk Team Leads to discuss QA results as part of agent development
• Maintain the Query Tracker and provide monthly reporting to track and highlight trends or knowledge gaps
• Provide monthly QA reporting to the Risk Team Leads & Service Manager
• Review QA Report data to track and highlight trends or knowledge gaps within the Team
• Facilitate WAT/Training sessions targeted at knowledge gaps and/or new Policy & Procedure information
• Utilize findings from QA trends to identify topics that need to be covered in WAT/Training Sessions & share with Team Leads
• Have a hands...