Quality Coach

About the role

The Quality Coach will ensure that customer service interactions meet the highest quality and compliance standards. You will work closely with agents, operations, and training teams to continuously improve the customer experience.

Key responsibilities

• Monitor and evaluate customer service calls and chats for quality and compliance.
• Deliver targeted coaching sessions to enhance agents' communication, problem‑solving, and handling skills.
• Collaborate with Operations and Training to implement best‑practice initiatives that raise service quality.
• Run calibration sessions to align evaluation criteria across teams.
• Identify recurring customer pain points and support continuous‑improvement projects.
• Promote a positive, motivating environment while upholding company values and customer‑experience standards.

Required profile

• At least 1 year of experience in the BPO industry.
• Minimum 6 months in Quality Assurance or Quality Coaching.
• Strong understanding of customer‑service quality standards and evaluation processes.
• Excellent analytical, communication, and problem‑solving abilities.
• English proficiency at B1/B2 level or higher (spoken and written).
• Detail‑oriented with a customer‑centric mindset.

Required skills

• Microsoft Excel
• Google Sheets