Job Title: Quality Coach
Account: Technical
Work location/Set up: Onsite/ Mckinley
Shift Schedule: TBD
HC:10

Job Summary

The Quality Coach ensures consistent service excellence by monitoring agent interactions and providing targeted coaching. The role reinforces compliance, accuracy, and customer experience standards across all CE support tiers.

Key Responsibilities
•Conduct quality evaluations of chat, email, and ticket interactions.
•Deliver data driven coaching and feedback to improve performance.
•Identify trends in defects, escalations, and policy adherence issues.
•Partner with Operations and Training on corrective actions and calibrations.
•Maintain quality documentation, scorecards, and audit reports.

Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 12 months experience in QA, coaching, or CE operations.
•Strong analytical and documentation skills.
•Working knowledge of digital support, billing, compliance, or technical cases.
•Strong technical background in BPO (Must have)

Recruitment Process :
Recruitment Interview, Assessment, Hiring Manager Interview

Pre-screening notes:
Educational attainment:
Years of experience as Quality Coach
Technical experience:
Last drawn salary:
Expected salary: