Coach de Calidad en Equipo

About the role

The Quality Coach supports a call‑center team by delivering personalized feedback to advisors, ensuring that every customer interaction meets the client’s standards for accuracy, experience, and efficiency. The role works closely with team managers and participates in client‑facing meetings to promote best practices.

Key responsibilities

• Provide one‑on‑one feedback to advisors based on performance evaluations.
• Collaborate with colleagues and team managers to share best practices and improve advisor assessments.
• Participate in client and management conference calls and meetings.
• Randomly evaluate technical support calls and other customer contact channels.
• Monitor compliance with client‑defined standards, including accuracy, customer experience, and handling efficiency.

Required profile

• High school diploma or GED.
• Demonstrated exceptional performance in a quality‑focused role.
• Preferred experience in coaching and quality evaluation.
• Familiarity with adult learning techniques and inbound/outbound call operations.
• Ability to give constructive feedback and coach advisors.
• Willingness to undergo drug testing and background verification.

Required skills

What we offer

• Opportunity to influence service quality for a major client.
• Collaborative environment with regular interaction with senior management.
• Professional development in coaching and quality assurance.