Communication Coach – Service Desk Quality

About the role

The Communication Coach is responsible for monitoring, evaluating, and enhancing the communication quality of Service Desk representatives across telephone, chat, and email channels. This role ensures that every customer interaction meets organizational standards for professionalism, language proficiency, soft‑skill application, and regulatory compliance while driving continuous performance improvement.

Key responsibilities

• Conduct regular quality reviews of inbound and outbound interactions, assessing communication effectiveness, language proficiency, professionalism, and adherence to standards.
• Audit calls, emails, and chats to capture both tangible and intangible aspects of the customer experience.
• Provide constructive feedback, coaching, and mentorship to individuals and teams based on audit findings.
• Identify development needs, recommend improvement plans, and support newly hired associates during onboarding.
• Collaborate with Team Leaders, Managers, and operational teams to meet audit volume targets and address performance gaps.
• Maintain accurate records of evaluations, analyze performance data, and produce weekly, monthly, and ad‑hoc quality reports.
• Assist in creating and updating training materials, job aids, and coaching resources.
• Participate in meetings, calibration sessions, and special projects as required.

Required profile

• Bachelor's degree in Business Administration, Communications, English, Human Resources, or a related field.

Required skills