Quality Assurance Coach & Performance Lead

Sysco (old); Woodridge (IL); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Sysco is looking for a Quality Assurance Program Coach to develop employees and oversee the QA program in a busy call center. The role focuses on root-cause analysis, training, and performance improvements to exceed customer expectations.

Responsibilities include coaching, monitoring quality across calls using Salesforce, CallTower and Talkdesk, and delivering recommendations to optimize service levels and sales outcomes.

Qualifications

• Education: High school diploma or equivalent.
• Experience: 2–5 years in call center customer care.
• Preferred: QA/training experience and knowledge of CRM tools.

Responsibilities

• Coach team members for skill development and growth through QA and training.
• Monitor performance via quality reviews and data analysis.
• Create analytical QA reports daily, weekly and monthly.
• Provide recommendations for coaching and process improvements.
• Ensure procedures and policies are current through training.

Skills

Professionalism

Time management

Multi-tasking

Communication skills

English proficiency

Teamwork

Ethical conduct

Education

High school diploma or equivalent

Associate or bachelor’s degree

Tools

Salesforce

CallTower

Talkdesk

Job description

Sysco is looking for a Quality Assurance Program Coach to develop employees and oversee the QA program in a busy call center. The role focuses on root-cause analysis, training, and performance improvements to exceed customer expectations.

Responsibilities include coaching, monitoring quality across calls using Salesforce, CallTower and Talkdesk, and delivering recommendations to optimize service levels and sales outcomes.