Job Description

Job Title – Service Desk Quality Coach

Work Mode – Onsite Role

Location – Scottsdale, AZ

Type – Full Time Role

Interview Mode – Video

Responsibilities

• Conduct coaching sessions aimed at improving communication skills to enhance overall customer experience
• Conduct regular Call Ticket Chat and Email audits to ensure adherence to process and policy standards Provide constructive feedback to agents Share important process updates in team huddles
• Maintain and share detailed reports on quality audits conducted ensuring transparency and continuous improvement
• Engage with clients to understand their training needs and tailor coaching accordingly
• Train and coach associates on accent neutralization and effective verbal communication
• Foster a positive environment through regular feedback coaching and training in conversational skills
• Define clear performance standards and expectations to motivate agents toward excellence
• Conduct regular refresher sessions to reinforce quality standards and best practices
• Identify operational issues and suggest possible improvements

Requirements

• A positive detail oriented and empathetic facilitator
• Excellent written and verbal communication skills with hands on experience in Coaching Quality audits and feedback mechanisms
• Bachelor’s degree in a related field
• Proven work experience as a Quality Analyst Voice Coach Communication Trainer or a similar role
• Excellent customer service skills
• Excellent Interpersonal and analytical skills
• Ability to motivate and create an engaging learning environment
• Good time management and organizational skills
• Creative disciplined and resilient under pressure
• Ability to handle stressful situations
• Ability to offer enhanced customer experience
• Experience in any ITSM tool will be an added advantage

Job Tags

Similar Jobs