QA Program Coach: Elevate Call Center Performance

Edward Don & Company; Woodridge (IL); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Edward Don & Company is seeking a Quality Assurance Program Coach to drive employee development and manage the QA program ensuring service quality aligned with company goals. The role supports management in optimizing call center performance by performing root cause analysis and recommending strategic initiatives to boost efficiency and customer satisfaction.

The position typically follows a M-F schedule 8:00am–5:00pm with hybrid eligibility.

Qualifications

• Minimum 2 to 5 years’ call center customer care experience, preferably in a related industry.
• Strong Microsoft Office skills.
• Customer-centric and Internet savvy.
• 2 to 5 years’ of Quality Assurance/Training related experience.
• Associate or Bachelor’s Degree.

Responsibilities

• Coaches’ all team members’ specific to the ongoing development of skillsets and professional growth through QA, training, support, and motivation.
• Monitors team performance and employee productivity through quality reviews of data, phone calls, Salesforce, CallTower, Talkdesk, and observations.
• Maintain call monitoring database metrics for call center employees.
• Provides structured and timely recommendations to supervisors for employee coaching sessions when needed.
• Develop and provide analytical reports to reflect quality performance on a daily, weekly and monthly basis.
• Provide consultation on how quality improvements can maximize sales and/ or increase customer satisfaction.
• Assists in training, including continuing education and ensures all training manuals and materials are current and accurate.

Skills

QA coaching

Call center

Analytical thinking

Report writing

Multitasking

Customer service

English communication

Training development

Microsoft Office

Root cause analysis

Education

High school diploma

Associate degree

Bachelor’s degree

Tools

Salesforce

CallTower

Talkdesk

Order management systems

Job description

Edward Don & Company is seeking a Quality Assurance Program Coach to drive employee development and manage the QA program ensuring service quality aligned with company goals. The role supports management in optimizing call center performance by performing root cause analysis and recommending strategic initiatives to boost efficiency and customer satisfaction.

The position typically follows a M-F schedule 8:00am–5:00pm with hybrid eligibility.