# Continuous Improvement Coach

**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $76k – $83k/yr
**Experience:** 2+ years
**Skills:** QA platforms, MaestroQA, Coaching, performance improvement, CX metrics, data fluency, Confluence, facilitation, enablement, calibration sessions
**Posted:** 2026-08-13

> Coach sales teams using QA data and CX metrics to improve performance through structured 1:1 and group sessions. Design coaching frameworks, track improvement, and partner with QA and enablement teams.

## Job Description

## 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

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