Customer Advocacy Quality Coach - Subaru of America, Inc.

ABOUT SUBARU

LOVE. It's what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

Summary

Provides quality-related feedback and coaching directly to Customer Advocates to support their success and ensure a high-quality customer experience. Conducts side-by-side observations, dedicated coaching sessions, Call Quality Evaluations, and live monitoring. Uses standard quality tools and practices to evaluate Customer Advocacy customer interactions fairly and consistently, driving positive customer experiences and high levels of Advocate performance.

Develops and maintains extensive domain knowledge and a deep understanding of Advocate job responsibilities. Partners with Team Managers, attends team meetings, and provides in-the-moment coaching and assistance while establishing a visible presence in the contact center. Works closely with Team Managers to share trends and best practices identified through quality evaluation, observation and team interaction, and continuous improvement efforts. Maintains responsibility for facilitating/hosting calibration sessions consisting of various stakeholders. Maintains Quality Program documentation and internal communications. Must possess excellent interpersonal skills and the ability to communicate in a manner which encourages, recognizes, and motivates positive results.

This job requires flexibility in scheduling. The Quality Coach will partner with a Customer Advocacy Manager for a quarter and then will rotate to the next team; the schedule will be based upon the team partnered with.

Primary Responsibilities

• Demonstrates exemplary communication skills in team meetings, calibration and call listening sessions, feedback, emails, and written documentation. Maintains the "make it easy, make it happen, show you care" ethos at the center of every quality evaluation and professional communication.
• Delivers accurate and timely evaluations, reports, performance trends, coaching, and communications regarding Customer Advocates' job performance within agreed-on timeframes.
• Analyzes call evaluation performance results to identify individual and team quality trends and pinpoint causes and solutions. Utilizes reports and dashboards to interpret and tell the story of the areas for improvement. Develops customized action plans for individual customer experience improvement.
• Participates in and contributes to Advocate team meetings as a quality subject matter expert, Quality Calibration sessions, and cross-functional Call Listening sessions, as well as other Customer Advocacy Department (CAD) meetings where quality advocacy is needed. This includes sharing feedback with Customer Advocacy Managers regarding quality matters for their direct reports and providing best practices, call examples, and recognition.
• Provides suggestions for process improvements based on call evaluations and Advocate observation to enhance process efficiency, customer experience, and employee experience. This includes areas such as knowledgebase effectiveness, CRM system design, process re-engineering, and low-effort customer processes.
• Hosts calibration sessions to ensure team and department understanding and consistent scoring. Maintains and shares calibration results and follow up items.

Additional Responsibilities

• Provides coverage for Customer Advocacy Manager when needed, such as when Manager is out of the office or otherwise unavailable. This includes assisting in financial goodwill decision-making at a manager spending level and handling escalated calls.
• Completes ad-hoc projects and assignments as necessary.
• Stays current on industry and Customer Service Quality Assurance trends.
• Participates in the design and reporting of contact monitoring formats and quality standards.

Required Skills and Abilities

• Knowledge of adult learning principles and effective coaching/feedback.
• Ability to persuade, engage, and inspire.
• Desire to work as part of a team in a collaborative environment.
• Understanding of contact center quality measurement practices.
• Great people skills and ability to positively communicate quality-related feedback across all levels.
• Advanced organizational skills with the ability to handle multiple assignments.
• Exceptional listening, analytical, and reporting skills.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and demonstrated ability to live out our Love Promise.
• Working background as a contact center representative.

EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) and 4-6 years' experience

WORK ENVIRONMENT:

• Hybrid work schedule- 2 days remote after 90 days onboarding
• Standard office setting; prolonged sitting, computer.

COMPENSATION: The recruiting base salary range for this full-time position is $67900 - $79000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: P2) In addition to competitive salary, Subaru offers an amazing benefits package that includes:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days.
• Tuition Reimbursement Program
• Vehicle Discount Programs
• See our Careers landing page for additional information about our compensation and benefit programs.