Call Center Quality Coach

The CCS Companies

Salem, Portsmouth (NH, NH)

On-site

USD 42,000 - 62,000

Full time

12 days ago

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Job summary

The CCS Companies in Salem, NH is seeking a Quality Monitoring Coach to support Customer Service Associates. You will complete quality monitoring reports and review results with new hires and existing staff, focusing on customer service techniques and CCS policies.

Through coaching and calibration sessions, you will help improve call outcomes, mentor associates, and provide performance feedback to supervisors. The role requires professionalism and adherence to CCS procedures and regulations.

Qualifications

Strong emphasis on listening, speaking, reading, and writing skills.
Prior call center or collections experience preferred.
Bilingual/multilingual language skills desirable.
Ability to maintain a predictable full-time schedule.

Responsibilities

Complete Quality Monitoring reports and review results with new hires and existing employees.
Monitor and coach Customer Service Associates as assigned.
Prepare for calibration sessions and participate as scheduled.
Provide feedback to Supervisors and Directors on Associate progress.
Contribute to development of new scripts and training procedures.
Maintain professionalism and customer service standards in all interactions.
Provide accurate coaching information and reporting of progress.
Ensure compliance with CCS policies and relevant laws.