Performance Coach

Accountabilities:

• 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.

Qualifications:

• 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.

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