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.
  
  

• 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.