Performance Coach, CX & QA Enablement

Justworks; New York (NY); On-site; USD 50,000 - 55,000; Full time

Job summary

Justworks is seeking a Manager of Quality Assurance – Sales to lead coaching programs that elevate customer experience. You will design QA-driven initiatives, partner with QA, and translate data into practical improvements for sales teams.

You will collaborate with CSO leadership to maintain CX standards, develop scalable playbooks, and measure impact over time while aligning with our core values and Total Rewards philosophy.

Qualifications

• 2+ years in Customer Experience, Quality Assurance, Enablement, or Operations.
• Proven coaching performance improvement at scale.
• Strong data fluency to interpret QA and CX metrics.
• Experience with QA platforms (MaestroQA preferred).
• Excellent facilitation, coaching, and written communication skills.
• Systems thinker with strong follow-through.
• Able to collaborate cross-functionally.

Responsibilities

• Own targeted coaching programs driven by QA scoring, CX metrics to improve performance beyond baseline expectations.
• Deliver structured 1:1 and group coaching focused on recurring themes, skill gaps, and behavioral trends identified through QA.
• Translate QA data into clear, actionable improvement plans for individuals, pods, and teams.
• Reinforce CX standards, expectations, and scoring methodology to ensure consistency and clarity across CSO.
• Partner with QA to ensure 100% of evaluated interactions receive follow-up coaching, reinforcement, or validation as appropriate.
• Identify where high-performing behaviors can be scaled, replicated, or operationalized across teams.
• Track coaching effectiveness and improvement lift over time (pre/post coaching analysis).
• Close the loop between QA findings, coaching actions, and CX outcomes.
• Design and maintain repeatable coaching frameworks, playbooks, and toolkits aligned to QA scoring criteria.
• Support enablement initiatives by contributing QA-driven insights to onboarding, refreshers, and skill-based training.
• Document best practices and improvement strategies in Confluence to support long-term scalability.
• Participate in and contribute to calibration sessions to ensure scoring consistency, fairness, and alignment across evaluators.

Skills

Customer Experience

Quality Assurance

Enablement

Operations

Tools

MaestroQA

Job description

Justworks is seeking a Manager of Quality Assurance – Sales to lead coaching programs that elevate customer experience. You will design QA-driven initiatives, partner with QA, and translate data into practical improvements for sales teams.

You will collaborate with CSO leadership to maintain CX standards, develop scalable playbooks, and measure impact over time while aligning with our core values and Total Rewards philosophy.