Service Desk Quality Coach

Service Desk Quality Coach

My client is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, client brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries.

Location: Scottsdale, AZ

Job Type: FTE

Conduct coaching sessions aimed at improving communication skills to enhance overall customer experience.

Conduct regular Call Ticket Chat and Email audits to ensure adherence to process and policy standards. Provide constructive feedback to agents. Share important process updates in team huddles.

Maintain and share detailed reports on quality audits conducted ensuring transparency and continuous improvement.

Engage with clients to understand their training needs and tailor coaching accordingly.

Train and coach associates on accent neutralization and effective verbal communication.

Foster a positive environment through regular feedback coaching and training in conversational skills.

Define clear performance standards and expectations to motivate agents toward excellence.

Conduct regular refresher sessions to reinforce quality standards and best practices.

Identify operational issues and suggest possible improvements.

Requirements:

A positive detail-oriented and empathetic facilitator.

Excellent written and verbal communication skills with hands-on experience in coaching, quality audits, and feedback mechanisms.

Excellent customer service skills.

Excellent interpersonal and analytical skills.

Ability to motivate and create an engaging learning environment.

Good time management and organizational skills.

Creative, disciplined, and resilient under pressure.

Ability to handle stressful situations.

Ability to offer enhanced customer experience.

Experience in any ITSM tool will be an added advantage.

Disclaimer: E-Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply.