CX Quality & Development Specialist
Core
Deliver personalized coaching sessions and create action plans based on QA insights to elevate customer experience and empower agents and partner leaders.
Role type
Senior IC Customer Experience Quality & Development Specialist
Builds
Coaching capabilities, SMART action plans, and CX behavioral coaching models for agents and partner leaders
Domain
Customer Experience / Human Resources / Coaching
Required skills
Coaching and mentorship, QA evaluation, AI tool auditing, RCA analysis, stakeholder collaboration, program calibration
Preferred skills
Coaching certifications, training program design, NPS/CSAT improvement strategies
Technologies
AI-based coaching tools, QA audit platforms
Responsibilities
Conduct coaching QA (CQA) evaluations using AI tools; Audit bot evaluations for output accuracy; Facilitate coaching calibrations and workshops; Develop SMART action plans based on performance gaps; Share insights with training teams to address trends; Partner with leadership to align coaching goals with CX objectives.
Seniority
Mid-Senior, hands-on IC
