"Alerted.org

About Subaru

Love. It’s what makes Subaru, Subaru®. And as a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru LOVE. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

SUMMARY

Leads delivering strategic coaching initiatives to Customer Advocates through side-by-side observations, coaching sessions, experience reviews, call evaluations, financial accuracy reviews, and live monitoring to drive performance and enhance The Subaru Customer Experience. Leads conversations with team managers to identify trends, share best practices, and implement continuous improvements. Leads calibration sessions, maintains quality program documentation, and ensures clear communication of expectations. Engages in team meetings, providing real-time coaching to support Advocate development. Leads Advocate teams, taking a leadership role to guide the team, provide visibility, and respond to real-time needs when Advocate Managers are unavailable due to meetings, trainings, or scheduled time off; this includes making Goodwill (GW) financial decisions, handling escalations, and assisting with case-related questions as needed.

Oversees coaching sessions, experience reviews, and financial accuracy results, and is required to document all feedback in detail. Serves as a critical resource of feedback for team managers, offering an additional layer of accountability and insight into Advocate performance. The feedback plays a vital role in upholding performance standards and aligning expectations across the department.

Supports multiple teams across the contact center, each with distinct job functions and responsibilities and must remain in a continuous state of learning, which includes consistently reviewing policies and procedures to understand the nuances of each role they support, ensuring that they are well-equipped to assess cases and calls effectively and provide accurate, tailored feedback.

WORK SCHEDULE

+ 37.5 hour work week.

+ Must be available to work flexible hours in accordance with the Customer Advocacy Department phone schedules.

+ Contact Center is opened:

+ Mondays through Thursdays from 8:00 am to 7:30 pm ET / 7:00 am to 6:30 pm CT

+ Fridays from 8:30 am to 5:00 pm ET / 7:30 am to 4:30 pm CT

WORK ENVIRONMENT: Hybrid Role - Remote work 2 days per week (after 6 months) [Wednesdays and Fridays]

PRIMARY RESPONSIBILITIES

+ Leads meetings, calibration sessions, team huddles, and feedback discussions to drive quality improvements. Meets weekly with team managers to lead in evaluating overall Advocate performance, identify trends, and provide recommendations for improvement. Completes quality documentation within one business day of each evaluation or coaching session, ensuring that the tracker includes a comprehensive summary of call performance, coaching points, and feedback from both the Quality Coach and the Advocate. Plays a critical role in tracking progress, maintaining accountability, and supporting long-term performance management.

+ Conducts timely and accurate Experience Reviews and Financial Accuracy assessments, providing targeted coaching and maintaining up-to-date performance data in the Quality Tracker. Completes at least four (4) monthly Experience Reviews per Advocate (>6-month tenure) and six (6) for those with <6-month tenure, updating the tracker within 24 hours. Reviews at least ten (10) charges (or all, whichever is greater) for Financial Accuracy each month. Partners with managers to share trends, deliver monthly 1:1 coaching session per Advocate, and provide ongoing unscheduled feedback as needed. Uses standard quality assurance (QA) tools and practices to identify training needs and partners with the Training Team to design effective delivery methods and ensure that policies and procedures are followed and updated as needed — supporting a consistent, high-quality customer experience.

+ Analyzes quality evaluation data and dashboards to identify individual and team trends, determine root causes, and develop data-driven improvement strategies. Reviews monthly QA performance reports to highlight at-risk Advocates and support continuous improvement. Partners with managers and the Performance Coach to review findings, recommend coaching enhancements, and align on actionable strategies that elevate Advocate performance and strengthen overall team results.

+ Acts as a quality subject matter expert by sharing best practices, performance insights, and process recommendations with managers, trainers, and the Process Improvement Specialist. Supports multiple teams with varying responsibilities, requiring continuous learning and regular review of policies to ensure accurate, role-specific coaching and feedback.

+ Leads bi-weekly calibration sessions to promote scoring consistency, maintain quality standards, and drive continuous improvement. Responsibilities include scheduling meetings, selecting and sharing calls in advance, facilitating call playback and discussion, reviewing form scoring and discrepancies, tracking attendance and action items, and ensuring timely follow-up and resolution. Each Coach takes ownership of sessions and distributes meeting minutes to document key decisions and outcomes. As a result of calibration discussions, the team often recommends updates to policies, procedures, or enhancements to the quality program to ensure that scoring practices align with actual work processes. Outcomes and recommendations are shared with leadership to support transparency and informed decision-making.

+ Leads Advocate teams, taking a leadership role to guide the team, provide visibility, and respond to real-time needs when Advocate Managers are unavailable due to meetings, trainings, or scheduled time off; responsibilities include reviewing and approving Goodwill (GW) financial requests, handling live escalations, staying visible on the floor to support Advocate needs, and sitting with the team to ensure availability. Tracks performance concerns and shares a summary with the returning manager, along with recommendations. Partners with managers to contribute feedback for Advocate performance reviews.

ADDITIONAL RESPONSIBILITIES

+ Takes on ad-hoc projects, leadership training, and conference participation to develop skills and prepare for future leadership roles.

+ Stays current on industry and QA trends, applying best practices to improve evaluations, coaching, and service quality.

+ Recommends and supports process improvements to enhance efficiency, customer experience, and employee engagement, including Customer Relationship Management (CRM) enhancements and knowledgebase optimization.

REQUIRED SKILLS AND ABILITIES

+ Knowledge of adult learning principles and effective coaching/feedback.

+ Ability to persuade, engage, and inspire.

+ Desire to work as part of a team in a collaborative environment.

+ Understanding of contact center quality measurement practices.

+ Great people skills and ability to positively communicate quality-related feedback across all levels.

+ Advanced organizational skills with the ability to handle multiple assignments.

+ Exceptional listening, analytical, and reporting skills.

+ Excellent verbal, written and interpersonal communication skills.

+ Outstanding customer service skills and demonstrated ability to live out our Love Promise.

+ Working background as a contact center representative.

EDUCATION/EXPERIENCE: BA/BS preferred with 4 to 6 years of relevant experience

JOB GRADE: P3

FLSA STATUS: Exempt

SALARY RANGE: The recruiting base salary range for this full-time position is $70000 - $79000. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.