Customer Service Coach & Quality Trainer

Ameriprise Financial; Charlotte (NC); On-site; USD 51,000 - 76,000; Full time

Job summary

Ameriprise Financial is seeking a Quality Coach for our phone agent teams in Charlotte, NC. You will lead coaching, perform real-time and recorded quality reviews, and drive process improvements across the service delivery group.

You will partner with training to design onboarding and ongoing development, mentor staff, and handle escalations while supporting team leaders. Occasional evenings/weekends may be required.

Qualifications

• High school or GED required.
• 3-5 years of relevant experience in customer service or call center environments.
• Strong written and spoken communication skills.
• Experience guiding and developing teams without direct supervisory authority.

Responsibilities

• Coach phone agents to improve policies, procedures, and service skills.
• Perform real-time and recorded quality reviews and report results.
• Collaborate with training to develop onboarding and ongoing development.
• Mentor agents and handle escalations for complex issues.
• Support process improvement and act as a back-up resource as needed.

Skills

Coaching

Quality review

Communication skills

Call center experience

Mentoring

Training coordination

Education

High school diploma or GED

Job description

Ameriprise Financial is seeking a Quality Coach for our phone agent teams in Charlotte, NC. You will lead coaching, perform real-time and recorded quality reviews, and drive process improvements across the service delivery group.

You will partner with training to design onboarding and ongoing development, mentor staff, and handle escalations while supporting team leaders. Occasional evenings/weekends may be required.