What You’ll Do:

• Conduct regular quality assessments of customer success (CS) queues and score calls based on established quality standards. 
• Identify areas of improvement and provide timely, constructive feedback to CS team members. 
• Develop and implement coaching and training plans to address performance gaps. 
• Conduct regular training sessions for new team members and ongoing training for the team. 
• Track the progress and effectiveness of coaching and training interventions. 
• Generate detailed reports on quality metrics and coaching effectiveness. 
• Analyze data to identify trends and areas for improvement. 
• Present findings and recommendations to management. 
• Work closely with the CS team to ensure continuous improvement in service quality. 
• Participate in team meetings and contribute to the development of best practices. 
• Support other quality assurance initiatives as needed. 

Who You Are:

• Strong ability to analyze data, identify trends, and make data-driven decisions. 
• In-depth understanding of quality assurance practices within a call center environment. 
• Previous experience in a call center must have a proven track record in quality assurance and coaching. 
• Excellent coaching abilities focused on developing team members and improving performance. 
• Exceptional verbal and written communication skills to effectively convey feedback and reports. 
• Ability to work collaboratively and contribute to a positive team environment.