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About the role
Key responsibilities & impact- Complete required monthly interaction reviews across calls, chats, and emails.
- Conduct audits for agent certification, recertification, and readiness validation.
- Review customer interactions, assessments, coaching records, and process adherence for certification decisions.
- Document audit findings, quality observations, gaps, risks, and recommendations accurately.
- Complete and upload daily close-loop analysis of CSAT, FCR, and VOC survey results, including Extremely Dissatisfied, Dissatisfied, Neutral, FCR 2, FCR 3, and Not Resolved responses.
- Prepare Month-to-Date CSAT and FCR reports for Operations Leadership.
- Identify top CSAT detractors, non-FCR drivers, process gaps, and customer pain points.
- Provide SMART feedback and actionable recommendations to support coaching and improvement plans.
- Partner with Operations, Co-Performance Coaches, Training, SMEs, and Leaders to address quality opportunities.
- Support QA calibration sessions to ensure consistent audit and evaluation standards.
- Monitor and document NorthStar behaviors, pitch-rate opportunities, and Boost coaching opportunities where applicable.
- Ensure QMA, Coaching Manager, and other required documentation are completed accurately and on time.
- Support quality-related refresher training or knowledge sharing based on QA findings and trend analysis.
- Maintain operational awareness through call, chat, or email shadowing or handling exposure.
- Support internal audits of quality records, certification documents, and coaching documentation.
- Perform other tasks or projects assigned by the immediate superior.
Requirements
What you’ll need- Bachelor’s Degree holder.
- At least 2 years of experience in Customer Support, Coaching, Quality, Operations Support, or a related function.
- Experience coaching agents or supporting performance improvement plans is preferred.
- Experience reviewing calls, chats, emails, or customer support transactions.
- Experience in CSAT, FCR, VOC, or customer survey analysis is preferred.
- Experience in certification audits, readiness checks, or nesting support is preferred.
- Strong written and verbal communication skills.
- Strong coaching and feedback skills.
- Strong analytical skills and attention to detail.
- Ability to identify trends, root causes, process gaps, and improvement opportunities.
- Ability to provide clear, objective, and actionable feedback.
- Good stakeholder management and collaboration skills.
- Good time management and prioritization skills.
- Working knowledge of MS Office applications.
- Experience with QMA, NICE CXone, Coaching Manager, CRM tools, dashboards, or quality platforms is preferred.
- Ability to quickly learn and apply approved AI tools and technologies.
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
- Must be in current role for at least 1 year.
- Must not have received any Disciplinary Action within the past 12 months.
- Must not have any Attendance and Punctuality issues in the past 12 months.
Benefits
Comp & perks- We are delighted to offer country specific benefits.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SupportQuality AssurancePerformance ImprovementCertification AuditsData AnalysisTrend IdentificationProcess Gap AnalysisFeedback DocumentationCoaching DocumentationOperational Reporting
Soft Skills
Written CommunicationVerbal CommunicationStakeholder ManagementCollaborationTime Management