Job Title – Service Desk Quality Coach

Work Mode – Onsite Role

Location – Scottsdale, AZ

Type – Full Time Role

Interview Mode – Video

Responsibilities

Conduct coaching sessions aimed at improving communication skills to enhance overall customer experience
Conduct regular Call Ticket Chat and Email audits to ensure adherence to process and policy standards Provide constructive feedback to agents Share important process updates in team huddles
Maintain and share detailed reports on quality audits conducted ensuring transparency and continuous improvement
Engage with clients to understand their training needs and tailor coaching accordingly
Train and coach associates on accent neutralization and effective verbal communication
Foster a positive environment through regular feedback coaching and training in conversational skills
Define clear performance standards and expectations to motivate agents toward excellence
Conduct regular refresher sessions to reinforce quality standards and best practices
Identify operational issues and suggest possible improvements

Requirements

A positive detail oriented and empathetic facilitator
Excellent written and verbal communication skills with hands on experience in Coaching Quality audits and feedback mechanisms
Bachelor’s degree in a related field
Proven work experience as a Quality Analyst Voice Coach Communication Trainer or a similar role
Excellent customer service skills
Excellent Interpersonal and analytical skills
Ability to motivate and create an engaging learning environment
Good time management and organizational skills
Creative disciplined and resilient under pressure
Ability to handle stressful situations
Ability to offer enhanced customer experience
Experience in any ITSM tool will be an added advantage

Full time, Work experience placement,