Continuous Improvement Coach

What You Will Work On

• 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.
• Track coaching effectiveness and improvement lift over time (pre/post coaching analysis).
• Close the loop between QA findings, coaching actions, and CX outcomes.
• Design and maintain repeatable coaching frameworks, playbooks, and toolkits aligned to QA scoring criteria.
• Support enablement initiatives by contributing QA-driven insights to onboarding, refreshers, and skill-based training.
• Document best practices and improvement strategies in Confluence to support long-term scalability.
• Participate in and contribute to calibration sessions to ensure scoring consistency, fairness, and alignment across evaluators.

How You Will Do Your Work

• Consultative Approach – Collaborate with sales stakeholders to understand team goals and design QA systems that align with their KPIs.
• Accountability – Treat quality as a cornerstone of sales success and be relentless in ensuring standards are upheld.
• Adaptability – Keep QA program agile as products, messaging, and buyer behaviors change.
• Solution-Orientation – Identify performance gaps and implement scalable QA practices that help close them.
• Curiosity – Explore new tools, methodologies, and data sources to improve the QA function.

Qualifications

• 2+ 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