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Quality Coach Care Team

Job Overview

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work®
Most Loved Workplace® 
Forbes Best-in-State Employer

Quality Coach Care Team

PRIMARY PURPOSE: To provide service transaction monitoring and analysis to Service Center colleagues to determine customer call quality and effectiveness of customer contact responses and interactions; to work with internal colleagues in resolution of defects, analyzing individual, system and customization errors and providing feedback regarding suggestions to correct measures.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Reviews inbound and outbound calls to evaluate Service Center colleagues to ensure performance meet established policies, standards, and guidelines.
• Provides verbal and written feedback to Service Center management and colleagues to promote improved performance.
• Provides coaching and development support to Service Center colleagues via developed plans and strategies.
• Works directly with appropriate management to determine additional training, coaching, or performance planning needed for Service Center colleagues.
• Processes escalated calls within the guidelines and timelines as established in the client service instructions.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the Service Center operations as needed.

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred.

Experience
Two (2) years of customer service experience or equivalent combination of education and experience required. Inbound call center experience strongly preferred.

Skills & Knowledge

• Knowledge of disability plan eligibility, coverage, and benefits
• Good customer service skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations. 

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.