The opportunity
You are a thoughtful and performance-driven coach who is passionate about helping teams grow through structured feedback, skill development, and continuous improvement. You have a strong ability to identify patterns in customer interactions, translate insights into practical…
What you'll do
Own targeted coaching programs driven by QA scoring, customer feedback, and: CX metrics to improve performance beyond baseline expectations.
Deliver structured 1:1 and group coaching focused on recurring themes, skill: gaps, and behavioral trends identified through QA.
Translate QA data into clear, actionable improvement plans for individuals, pods, and teams.
Reinforce CX standards, expectations, and scoring methodology to ensure consistency and clarity across CSO.
Partner with QA to ensure 100% of evaluated interactions receive follow-up: coaching, reinforcement, or validation as appropriate.
Identify where high-performing behaviors can be scaled, replicated, or operationalized across teams.
What they're looking for
- + years in Customer Experience, Quality Assurance, Enablement, or Operations
- Demonstrated success in coaching performance improvement at scale
- Strong data fluency with the ability to interpret QA and CX metrics
- Experience working with QA platforms (MaestroQA preferred)
- Excellent facilitation, coaching, and written communication skills
- Systems thinker with strong follow-through
- Comfortable operating independently while partnering cross-functionally
