Quality Leader

Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 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.

Job Summary
Key role in leading the customer experience quality program for the West Division Care organization. Execute program playbook, following procedures and performance standards for the Quality organization. Provides ongoing support for coaching excellence, and calibration of program behaviors in order to improve customer experience. Partners with key stakeholders in 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 and coaching transformation. Has in-depth experience, knowledge and skills in coaching, presentation, communication, data analysis, innovation and a growth mindset. Usually determines own work priorities and can work with a team to meet organizational objectives. Acts as a resource for colleagues with less experience.
Job Description

Primary Responsibilities:
  • Following the playbook, partners with leadership to execute a coaching environment focused on coaching to behaviors and not strictly metrics
  • Monitors progress in accordance with the National Quality programs
  • Conducts regular meetings with Customer Experience Leaders to maintain two-way communication, provide trends and analysis to achieve quality objectives.
  • Conduct new hire leadership training on the quality program
  • Identify needs for and design recursive training/workshops to ensure division is adapting and improving on behaviors that drive positive CX
  • Provide constructive feedback to leaders to drive Coaching Effectiveness
  • Proactively identify opportunities to improve the customer experience through new or existing Quality programs
  • 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 functions to promote cross-functional learning and calibration


Core Responsibilities:
  • Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.
  • Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.
  • Assists leadership in the identification, prioritization, planning development, coordination, support, and execution of high impact plans for effective and sustainable cost savings.
  • Evaluates and implements new methods and techniques for operational improvement.
  • Provides customer service leadership with regard to all facets of customer contact and operations analysis.
  • 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.


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 & diversity.
  • Do what's right for each other, our customers, investors and our communities.


Disclaimer:

  • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


Comcast is an EOE/Veterans/Disabled/LGBT employer.



Education

Bachelor's Degree

Relevant Work Experience

2-5 Years



Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.