About HireRight HireRight is the premier global background screening and workforce solutions provider We bring clarity and confidence to vetting and hiring decisions through integrated tailored solutions driving a higher standard of accuracy in everything we do Combining in-house talent personalized services and proprietary technology we ensure the best candidate experience possible PBSA accredited and based in Nashville TN we offer expertise from our regional centers across 200 countries and territories in The Americas Europe Asia and the Middle East Our commitment to get it right every time everywhere makes us the trusted partner of businesses and organizations worldwide Overview The Quality Coach s core responsibility will be to audit Customer Service cases and phone monitoring ensuring process adherence customer guideline adherence CCS s professionalism and case formatting In addition this person will be responsible for and own all Customer Service documentation of processes and procedures along with managing our iKnow site Responsibilities Responsibilities Display extremely detailed knowledge of Customer Service processes and procedures Effectively and clearly convey audit results to management team leads and the Customer Service team members Conduct training New Hires and ongoing CCS Certification Interact with internal and external clients Participate in resolution of escalated issues as they relate to Customer Service and overall Customer Satisfaction Demonstrates proficiency in client guidelines and HireRight product knowledge and procedures Run push button reports Must demonstrate attention to detail Language Ability Ability to read and interpret procedure manuals Adept at composing and documenting notes and correspondence Very effective at speaking professionally and persuasively to customers individuals on the telephone and to team members as required to give suggestions feedback or instructions Reasoning Ability Above-average ability to apply understanding to carry out instructions furnished in written oral or diagram form Computer Skills Proficient in the use of all HireRight proprietary operating and reporting systems and available tools Should have knowledge of MS Excel PowerPoint and Word software Previous experience with CRM Case ticket logging tools and Automated Call Distribution monitoring and reporting tools desired must be effective at use of the Internet Qualifications Qualifications High School diploma or GED required Education Experience Prior customer service call center or production environment is required Individual Growth Potential Ability and desire to grow within the organization to positions of greater responsibility willingness to seek additional training as required for future opportunities Entry level for less complex skilled roles not requiring a specific degree Has developed knowledge of an extensive body of technical support or administrative policies and procedures Requires extensive training and experience to perform a wide variety of interrelated multi-skilled or standard procedural assignments and resolve a wide range ofmoderately complex issues Accomplished in implementing practical procedures or systems which are moderately complex and require extended skill in order to ensure proper completion Basic understanding of the roles of various functional groups within own area What do we offer Please submit resume CV in English All resumes are held in confidence Only candidates whose profiles closely match requirements will be contacted during this search HireRight does not accept unsolicited resumes through or from search firms or staffing agencies All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee