Quality Leader (Latrobe)

Compensation

: $150,470.00 - $150,470.00 /year *

Employment Type

: Full-Time

Industry

: Advertising/Marketing/Public Relations



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Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 40 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Career Opportunities: Quality Leader (San Jose, CA) (207759)
Req Id 207759 - Posted 10/04/2019 - United States - California
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Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 40 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Military Experience Welcomed!
Day 1 Benefits for New Hires!
Job Summary:
Key role in leading the customer experience quality program for the region (TRUST & The Awesome Experience). Execute program playbook, following procedures and performance standards for their specific region. Provides ongoing support for coaching excellence (Coach the Coach), group coaching, and calibration of program behaviors in order to improve customer experience. Partners with key stakeholders in the region and at the West Division to lead a consistent, effective program that includes technology rollout, training, communications and calibration that aligns to our company-wide plan for behavioral transformation. Has in-depth experience, knowledge and skills in field operations, training/mentoring, or retail. Usually determines own work priorities. Acts as a resource for colleagues with less experience.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
- Win as a team - make big things happen by working together and being open to new ideas - Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
- Drive results and growth
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our communities
Primary Responsibilities:
- Following the playbook, partners with regional leadership to execute a coaching environment focused on coaching to behaviors and not strictly metrics
- Monitors progress in accordance with the behavioral management programs to assure adherence as well as completeness in all customer transactions (Own It).
- Conducts regular meetings with Customer Experience Leaders and Regional POC's to maintain two-way communication, provide trends and analysis to achieve quality objectives.
- Conduct new hire agent/leadership training on the quality program
- Identity needs for and design recursive training to ensure region is adapting and improving on behaviors that drive positive CX
- Assist and ensure supervisors are conducting effective behavioral monthly coaching session to their frontline employees
- Conduct as needed studies to help the business make key decision to reduce customer pain points.
- Conduct individual and group coaching sessions focused on ensuring alignment and calibration across leadership
- Assist the teams on reporting issues or concerns with certain administrative tools
- Partner with Quality leads across regions and functions to promote cross-functional learning and calibration
- Conduct Calibration meeting monthly creating alignment throughout region on what "right" behaviors look and sound like
- Participate in Regional, Division and National calibrations for alignment
* Please note that the Core Responsibilities listed below speak to general tasks that someone in this type of job may be asked to perform. The successfully hired candidate may or may not conduct these tasks regularly.
Core Responsibilities:
- Implements standard safety training and maintains daily safety inspection issues.
- Reviews and coordinates nightly check-in and rotates On-Call schedules.
- Coordinates all vehicle assignments, maintenance, and inspections.
- Ensures systems and staff are able to respond to the demands of new technology deployment through demonstrative methods.
- Performs duties of CT1 through CT3, as needed.
- Analyzes operations and performance to assure operational efficiencies through productivity, QC, and customer satisfaction.
- Coordinates department responses to customer and department issues with a strong sense of urgency.
- Works with other departments, as necessary, to maintain an in-depth technical knowledge of new technology being deployed.
- Ability to install all types of cable and run service calls to completion.
- Diagnoses all types of signal faults.
- Ability to operate computers.
- Ability to lift and carry up to 75 pounds, climb utility poles and drive long periods of time digging, crawling, stooping and standing.
- Complies with all OSHA safety measures.
- Works within manufacturer's rated weight capacity for all equipment, including but not limited to ladders and aerial lifts.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
- Other duties and responsibilities as assigned.
Job Specification:
- Bachelor's Degree or Equivalent
- Generally requires 4-7 years related experience
Additional Requirements:
- Excellent written, verbal, and presentation skills required
- Advanced experience with PowerPoint, Excel, and Word
- Excellent meeting facilitation, planning and management skills required
- 10-20% travel with a valid passport
Comcast is an EOE/Veterans/Disabled/LGBT employer
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Bachelor's Degree or Equivalent - Generally requires 4-7 years related experience Additional Requirements: - Excellent written, verbal, and presentation skills required - Advanced experience with PowerPoint, Excel, and Word - Excellent meeting facilitation, planning and management skills required - 10-20% travel with a valid passport

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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