Principal Coach, Quality Assurance

Support Directors and Consultants (Coaches):

• Meets monthly with coaches to provide verbal feedback on coaching data, coaching performance, and member experience results.

  Ensure coaches are comfortable providing Focused Feedback. 

• Observes coaches as they provide feedback to ensure comfort with the process and that coaching is effective.
• Record all Principal Coaching sessions in CoachingMentor AIM Tracking site and maintains log of skill development and progress of each coach in CoachingMentor
• Review coach’s data in CoachingMentor tracking site to drive performance
• Maintains overall integrity of the ServiceMentor Conversation Strategies and develops a positive, results driven coaching culture
• Develop calibration schedules and facilitate calibration sessions with assigned coaches
• Shadow coaches as they provide coaching (using the IDEA model)
• Meet monthly with assigned coaches to provide verbal feedback on AIM coaching data.

  In partnership with each coach, develop an action plan to drive performance and grow the skill set of their team members

• Record all Principal Coaching sessions in CoachingMentor AIM Tracking site.
• Meet with Ulysses Learning Principal Coach monthly to ensure success

Leadership / Communication:

• Helps to launch communication items and campaigns to reinforce strategies and coaching engagement.
• Makes recommendations to leaders for process improvements based on observations of trends, progress and obstacles impacting coaching results or the member experience.

Qualifications:

• 3+ years of experience in coaching and mentoring in a dynamic, fast-paced environment
• Exceptional verbal and written communication skills
• Ability to give direct feedback and suggest follow up actions
• Strong analytical and problem-solving skills
• Provides and promotes a best-in-class service experience
• Effectively navigates through an ever-changing environment
• Knowledge of company products and services
• Extremely organized, detail-oriented individual who is capable of self-managing and multi-tasking in a fast-paced, demanding environment
• Salary range $65,000 – $85,000 with bonus opportunity

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran.

We welcome all persons to apply.

Note: Veterans are welcome to apply, regardless of their discharge status.