Quality Assurance Coach for Kandela

hace 4 días

Ciudad de México Porch Mexico A tiempo completo

Porch Group is a vertical software company reinventing the home services and insurance industries. Through our family of technology, SaaS, and Insurance companies we are able to offer innovative software and service solutions to more than 28,500 companies, and 350,000 policyholders across the country.

Our mission is to completely transform the way people buy, sell, move, and manage their homes throughout their home journey. Sure, it's a tall order to transform a $320 billion industry, but we're already well on our way. Since we were founded in 2012, we've stuck to our values and our commitment to foster a "No Jerks, No Egos" culture, which is a big reason we've gone from a scrappy startup to a Nasdaq-listed company and the industry-leading partner for the home in less than eight years.

At Porch Group, no two days will ever be the same and you'll have the opportunity to help solve big problems, with a refreshing balance of team support and ownership of your work.

The future is bright for the Porch Group, and we'd love for you to be a part of it, as our** **Kandela** | Quality Assurance Coach**

**THE POSITION**

As a Utilities Quality Assurance Coach, you will be responsible for ensuring every team member delivers an exceptional and consistent homeowner experience while supporting the team's overall sales performance goals. At Porch, we are obsessed with learning, iterating, and delivering the best customer experience in the operations space and retaining our customers. Quality Assurance is a key function to drive this process forward. Your success as a Utilities Quality Assurance Coach will be tied to customer satisfaction, core company metrics, and team member retention.

**WHAT YOU'LL DO**
- Perform quality assurance evaluations, auditing, and feedback on execution of key functions and sales initiatives within the Porch Utilities team.
- Provide feedback on the performance of all team members, working with Managers to provide coaching opportunities on trends and data for low performers.
- Assist Managers with determining a team member's ability to be successful in their function when performance issues arise.
- Participate in weekly team meetings with Managers and Trainers to review team performance against sales goals and set commitments for improvements.
- Support internal communication and tools updates and releases by auditing for proper understanding and usage of new tools.
- Support new initiatives by following the quality assurance audit process, providing data and feedback to stakeholders on audit findings
- Provide weekly, monthly, quarterly, and yearly updates on the progress of individual and overall agent performance.

**WHAT YOU'LL BRING**
- 1 year of experience in quality assurance supporting a sales team
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Experience with excel required
- Experience in a sales call center environment or the like preferred
- Highly motivated with success in meeting commitments and deadlines
- Ability to adhere to and provide recommendations to improve guidelines and policies
- A passion for developing people to be excellent individual contributors and team members
- Proven track record of success in coaching and developing sales teams on performance improvement and company goals.
- A desire to work in a fast-moving environment and be flexible to change

**#LI-MG1**

**#LI-DNI**

**What's next?**

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

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