Quality Coach - Risk

QUALITY COACH – RISK OPERATIONS*

The Quality Coach supports the Risk Customer Operations to achieve high levels of customer satisfaction through targeted coaching initiatives that will improve product knowledge, soft skills and the holistic customer experience. The role of the Quality Coach is to serve as a business partner and support the Risk Management Team in providing quality coaching, service and product knowledge insights, and recommendations on process improvement, with an aim of maximizing the performance and effectiveness of the team. The role is a blend of quality coaching and business insights where the Quality Coach will actively identify and address improvement opportunities within the team and recommend a support model that will improve overall quality of service.

Responsibilities / Accountabilities

  • Provides regular, timely and impactful coaching, mentoring and calibration sessions to the Risk services team to support on-going performance and skill improvements.
  • Designs and delivers appropriate trainings and presentations to reinforce positive behaviors and share best practices.
  • Work closely with the Risk services team to review and analyze service and customer experience data, product workflows and understand knowledge and quality gaps on agent and team performance.
  • Acts as part of the Risk Management team to provide value added services through generation and analysis of operational performance evaluation, service and product insights and business cases.
  • Recommends individually tailored quality improvement plans to continuously drive excellent customer experience.
  • Takes on other quality initiatives as required by the business
  • Partner with the Risk Management Team and Global Learning Organization to identify performance gaps and develop relevant training plans
  • Maintaining effective training programs and continuous monitoring of all service activity
  • Actively feedback findings from Global Quality Team and develop and deliver appropriate improvement plans.

Qualifications

  • Has 4 or more years of experience in the corporate industry with at least 6 months experience of delivering coaching
  • Must be co-located with the Risk services team and be able to handle and respond to actual customer issues and queries with deep product knowledge and credibility
  • Strong interpersonal and collaborative skills
  • Excellent verbal and written communication skills
  • Strong understanding of performance management
  • Well-developed planning, administration and organization skills
  • Proficient in Excel, PowerPoint and Salesforce
  • Flexibility with shift schedule
  • Exhibits analytical, problem solving skills and focus on continuous improvement
  • Self-motivated, creative, resourceful, and dynamic (able to adapt and respond to changing process and priorities)
  • Able to work with minimal supervision (commitment to deliver to agreed timescales)

Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.

QUALITYCOACH – RISK OPERATIONS*

The Quality Coach supports the Risk Customer Operations toachieve high levels of customer satisfaction through targeted coachinginitiatives that will improve product knowledge, soft skills and the holisticcustomer experience. The role of the Quality Coach is to serve as a businesspartner and support the Risk Management Team in providing quality coaching,service and product knowledge insights, and recommendations on processimprovement, with an aim of maximizing the performance and effectiveness of theteam. The role is a blend of quality coaching and business insights where theQuality Coach will actively identify and address improvement opportunitieswithin the team and recommend a support model that will improve overall qualityof service.

Responsibilities/ Accountabilities

  • Provides regular, timely andimpactful coaching, mentoring and calibration sessions to the Risk servicesteam to support on-going performance and skill improvements.
  • Designs and delivers appropriatetrainings and presentations to reinforce positive behaviors and share bestpractices.
  • Work closely with the Risk servicesteam to review and analyze service and customer experience data, productworkflows and understand knowledge and quality gaps on agent and teamperformance.
  • Acts as part of the Risk Managementteam to provide value added services through generation and analysis ofoperational performance evaluation, service and product insights and businesscases.
  • Recommends individually tailoredquality improvement plans to continuously drive excellent customer experience.
  • Takes on other quality initiatives asrequired by the business
  • Partner with the Risk Management Teamand Global Learning Organization to identify performance gaps and developrelevant training plans
  • Maintaining effective trainingprograms and continuous monitoring of all service activity
  • Actively feedback findings fromGlobal Quality Team and develop and deliver appropriate improvement plans.

Qualifications

  • Has 4 or more years of experience inthe corporate industry with at least 6 months experience of delivering coaching
  • Must be co-located with the Riskservices team and be able to handle and respond to actual customer issues andqueries with deep product knowledge and credibility
  • Strong interpersonal andcollaborative skills
  • Excellent verbal and writtencommunication skills
  • Strong understanding of performancemanagement
  • Well-developed planning,administration and organization skills
  • Proficient in Excel, PowerPoint andSalesforce
  • Flexibility with shift schedule
  • Exhibits analytical, problem solvingskills and focus on continuous improvement
  • Self-motivated, creative,resourceful, and dynamic (able to adapt and respond to changing process andpriorities)
  • Able to work with minimal supervision(commitment to deliver to agreed timescales)

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We'll bring a world of opportunities.

As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.


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