Call Center Communication & Quality Coach

Job Description

Job Description

Hoffenmer Inc. – Hoffman Estates, IL
Job Type: Full-time, M-F, 9am-5pm | 100% Onsite

About Hoffenmer Inc.

Hoffenmer Inc. is a national U.S. DOT compliance agency known for its innovative and fast-paced environment. We are a people-focused company that invests in employee growth and development while continuing to expand nationwide.

Hoffenmer Inc. is seeking a confident, passionate, and communication-focused  Call Center Communication & Quality Coach to join our growing team. This role is ideal for someone who understands the power of effective communication, enjoys coaching others, and is comfortable providing direct and constructive feedback.

As a Call Center Communication & Quality Coach, you will play a critical role in maintaining the quality of our client communications. You will listen to and review calls, identify areas for improvement, coach Call Center Agents, and ensure communication protocols and quality standards are consistently followed.

Reporting to:

Co-Owner and Operations Director

Responsibilities

• Listen to and review Call Center Agent calls to evaluate communication and overall quality
• Analyze conversations and identify areas of strength and opportunities for improvement
• Coach Call Center Agents on communication, tone, professionalism, and company protocols
• Provide clear, direct, and constructive feedback to agents
• Identify what an agent needs to improve and coach them toward the expected level of performance
• Ensure Call Center Agents consistently follow company communication protocols and standards
• Provide corrective coaching when communication standards are not being met
• Follow up with agents to ensure feedback and coaching are being applied
• Identify recurring communication issues and recommend additional training or coaching
• Help establish and maintain a high standard of verbal communication across the Call Center
• Communicate quality trends, concerns, and opportunities to management
• Apply training and feedback consistently and help spread best practices across the team
• Support the continued growth and development of the Call Center team

Requirements

• Bachelor’s degree in Communication and/or English required
• Degree must be verified as part of the hiring process
• Excellent verbal and vocal communication skills
• Strong listening and analytical skills
• Ability to confidently communicate feedback in a direct and straightforward manner
• Strong understanding of verbal communication, tone, and client interactions
• Ability to coach employees and provide corrective feedback professionally
• Ability to learn company protocols and consistently apply them when reviewing calls
• Open to feedback and willing to continuously learn and improve
• Ability to take what is taught, apply it, and effectively communicate it to others
• Strong attention to detail
• Ability to work independently while collaborating with management and the Call Center team
• Ability to work in a fast-paced environment

Preferred Qualifications

• Previous coaching, training, or quality assurance experience
• Call center or customer service experience
• Experience reviewing or evaluating client communications
• Experience providing employee feedback or corrective coaching
• Experience working in a performance-driven environment
• Passion for communication, employee development, and team growth

What We Are Looking For

We are looking for someone who is  straightforward, confident, and passionate about communication. This person should not be afraid to have direct conversations with employees or point out what needs to improve.

The right candidate will be able to  listen, analyze, apply company protocol, communicate clearly with agents, and coach them toward improvement.

This is a hands-on role for someone who wants to make a measurable impact on the quality and growth of a Call Center team.

Pay, Benefits & Tools

• Starting at $32.00 per hour + bonuses based on team performance and growth
• Paid lunch break + complimentary lunches
• Modern, state-of-the-art office environment
• Relaxing break room with movie-theater setup
• Health benefits (Medical, Dental, Vision) after 90 days
• PTO, vacation, sick time, and 8 paid holidays
• Retirement Plan (Simple IRA) available after 90 days
• Company outings and activities