Hybrid Customer Coach & Quality Leader

Threadneedle group; Minneapolis (MN); Hybrid; USD 51,000 - 76,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid time off

Job summary

Threadneedle group is seeking a Customer Coach to guide phone agents, review quality, and support ongoing training. You will mentor staff, handle escalations, and partner with training to optimize onboarding and competency assurance.

Role requires 3-5 years in a service center, strong communication, and the ability to influence performance without direct leadership authority. Hybrid, with multiple U.S. locations, base pay provided with benefits.

Qualifications

• Education: High school or GED.
• Experience: 3-5 years in a service call center or transaction processing.
• Strong written and spoken communication skills.
• Ability to research and resolve complex, high-priority service issues.

Responsibilities

• Coach phone agents via email, phone, and face-to-face interactions on policies and procedures.
• Lead quality review sessions and share results with agents and leaders.
• Support training, onboarding, and competency assurance for new hires.
• Handle escalations and educate employees on systems and processes.
• Collaborate on projects and initiatives and act as back-up resource as needed.

Skills

Coaching

Quality review

Communication

Mentoring

Customer service

Education

High school diploma

Tools

Call center systems

Job description

Threadneedle group is seeking a Customer Coach to guide phone agents, review quality, and support ongoing training. You will mentor staff, handle escalations, and partner with training to optimize onboarding and competency assurance.

Role requires 3-5 years in a service center, strong communication, and the ability to influence performance without direct leadership authority. Hybrid, with multiple U.S. locations, base pay provided with benefits.