Quality Assurance Coach & Training Leader

Sysco; Woodridge (IL); Hybrid; USD 48,000 - 64,000; Full time

Job summary

Sysco is seeking a Quality Assurance Program Coach to lead employee development and oversee the QA program, ensuring service quality that aligns with organizational goals. The role supports management in optimizing call center performance through root cause analysis and strategic initiatives for improved efficiency and customer satisfaction.

Responsibilities include coaching, monitoring performance, and producing analytical QA reports, with hybrid work options and a focus on process improvements

Qualifications

• High school diploma or equivalent.
• 2–5 years of call center customer care experience.
• Strong Microsoft Office skills.
• Bilingual Spanish preferred.
• Experience with Salesforce, CallTower, Talkdesk, and order management systems.

Responsibilities

• Coaches all team members on ongoing development of skills and professional growth through QA, training, support, and motivation.
• Monitors team performance and productivity through quality reviews of data, calls, and tools.
• Maintain call monitoring data and metrics for call center employees.
• Provide recommendations to supervisors for coaching sessions.
• Develop analytical reports reflecting quality performance daily, weekly, and monthly.
• Advise on quality improvements to maximize sales and customer satisfaction.
• Assist in training and ensure all manuals are current.
• Ensure team members stay updated on procedures and guidelines.

Skills

QA coaching

Call center

Root cause analysis

Data analysis

Communication

Education

High school diploma

Associate/Bachelor preferred

Tools

Salesforce

CallTower

Talkdesk

Job description

Sysco is seeking a Quality Assurance Program Coach to lead employee development and oversee the QA program, ensuring service quality that aligns with organizational goals. The role supports management in optimizing call center performance through root cause analysis and strategic initiatives for improved efficiency and customer satisfaction.

Responsibilities include coaching, monitoring performance, and producing analytical QA reports, with hybrid work options and a focus on process improvements