Quality Coach

Responsibilities:

• Monitor and evaluate customer service interactions to ensure adherence to quality and compliance standards.
• Provide targeted coaching sessions to improve agents customer handling skills, communication quality, and problem-solving capabilities.
• Collaborate with Operations and Training teams to implement best practices that enhance customer experience and service quality.
• Conduct calibration sessions to ensure consistency in evaluation standards and alignment across teams.
• Support in identifying recurring customer pain points and contribute to continuous improvement initiatives.
• Foster a positive and motivating environment while ensuring strong alignment with company values and customer experience standards.

Job Requirements:

• Minimum 1 year of experience in the BPO industry.
• At least 6 months of experience in Quality Assurance or Quality Coaching.
• Strong understanding of customer service quality standards, monitoring, and evaluation processes.
• Experience in handling audits, calibration sessions, and quality reporting is a plus.
• Strong communication, analytical, and problem-solving skills.
• Ability to analyze customer interactions and identify improvement opportunities.
• Good command of Microsoft Office tools, especially Excel and Google Sheets.
• English proficiency at B1/B2 level or above (spoken and written).
• Strong attention to detail and a customer-centric mindset.