Pencor Construction

QA Engineer

• Setting quality standards for recovery opportunities and ensuring appropriate resolution and documentation
• Aiding teams by educating and providing feedback to the agent and supervisor for coaching purposes
• Monitoring and evaluating customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed
• Setting quality standards for incoming and outgoing phone calls as well as our online communications (through chat & email) for our customer service team
• Monitoring similar quality standards for our customer interactions for the Commercial Dept. and our Level 2 Technical Department; These standards include but are not limited to: How the agent greets and engages the customer How the agent uses available resources, educates customers on products and services and makes retention efforts when needed How the agent demonstrates excellence in phone etiquette (and empathy when necessary) and ends the conversation
• Researching and resolving the customer’s issue expeditiously
• Tracking and brainstorming areas for improvement with lessons learned from escalations
• Communicating feedback to the agent and leadership through email and possible one on one coaching sessions
• Joining leadership meetings to report on error and escalation trends and possible training needs
• Providing monthly reports and individual agent feedback within required deadlines to ensure coaching and commissions are completed in a timely manner
• Assisting with the onboarding of new hires to showcase quality standards as well as assisting other L&D Departments when needed and helping the customer care team during emergency states.
• Supporting and following company tone and brand standards.

QA/QC Experience Specialist

Customer Support

• Deliver engaging training sessions using a variety of formats, including classroom, virtual, one-on-one, and blended learning approaches
• Facilitate onboarding programs and support new hires through early-stage customer interactions
• Foster a positive, inclusive, and engaging learning environment that encourages participation and growth
• Assess learner performance and provide ongoing coaching, feedback, and remedial training as needed
• Collaborate with leadership to ensure seamless transition from training to live operations
• Maintain and update training materials, manuals, job aids, and LMS content
• Track, document, and report trainee progress, feedback, and performance trends
• Partner with cross-functional teams to support the rollout of new tools, processes, products, or policies
• Conduct live observations and participate in quality monitoring to identify coaching and training opportunities
• Lead retraining and upskilling initiatives to address performance gaps
• Support administrative training functions, including scheduling sessions, preparing materials, and maintaining training tools and systems
• Serve as a cultural ambassador by modeling company values and promoting an exceptional employee and customer experience

Customer Experience Trainer

Sales

• Lead, coach, and develop a team of Sales & Retention agents to achieve performance goals
• Drive team performance against key metrics, including sales conversion, customer retention, quality, accuracy, and productivity
• Conduct regular coaching sessions, performance reviews, and team huddles to reinforce goals and improve outcomes
• Analyze performance data and reporting to identify trends, gaps, and opportunities for improvement
• Collaborate with peer leaders and cross-functional teams to develop and implement process improvements and best practices
• Partner with the Sales Coordinator and leadership to share trends and ensure alignment in sales strategies, messaging, and incentive programs
• Support escalated customer interactions by providing guidance and resolution strategies
• Foster a positive, engaging, and accountable team culture aligned with company values
• Ensure consistent application of policies, procedures, and brand standards across all customer interactions
• Assist with workforce planning, scheduling, and operational needs as required
• Contribute to the development of documentation, reporting, and process improvements
• Provide backup leadership support for Customer Care and Digital Support teams as needed
• Travel to company locations as required to support team and business needs

Sales & Retention Supervisor

• Embrace our core values and consistently lead by example
• Create an environment that encourages continual learning and development
• Monitor the activities of representatives supporting our customers and customer care teams
• Assist with evaluating representatives job performance and provide timely feedback
• Ensure adherence to proper processes and procedures
• Create expectations, provide formal and informal coaching and recognize success
• Communicate with the team on a daily basis
• Coach representatives to build problem-solving skills and work independently
• Interact with customers on an as-needed basis, handling escalated customer situations
• Address any performance issues in a timely manner with management
• Communicate and escalate with internal teams and external vendors
• Department scheduling and payroll
• Collaborate with leadership and other department’s to meet evolving needs of our business
• Process time off request, call outs and overtime request
• Oversee inventory management - including ordering new supplies when needed
• Train employees on company policies and procedures
• Manage employee’s performance by providing feedback, coaching and counseling when necessary
• Conduct employee performance appraisals to ensure they meet company standard
• Conduct interviews to identify talent to bring into our organization
• Ensure agents are held to expectations of job duties and performance
• Other duties as assigned

QA/QC Experience Specialist

Customer Experience Trainer

Sales & Retention Supervisor

Customer Care Quality Assurance Supervisor