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.