Quality Assurance Coach

Job Description

The Quality Assurance Coach is responsible for evaluating customer interactions and improving agent performance in voice operations. This role focuses on monitoring calls, providing constructive coaching, and ensuring compliance with client quality standards. The coach works closely with operations teams to drive service excellence and continuous improvement. Strong communication, analytical, and mentoring skills are essential.

Key Responsibilities:

Monitor and evaluate customer service calls against quality standards.
Conduct coaching sessions to improve agent performance.
Identify knowledge gaps and recommend training initiatives.
Prepare quality reports and performance scorecards.
Ensure compliance with client processes and company policies.
Collaborate with team leaders to improve operational performance.
Track quality metrics and recommend corrective actions.
Participate in calibration sessions to maintain evaluation consistency.