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Quality Coach
Quality Coach – Quality Team (ConnexAI)
As a Quality Coach at ConnexAI, you’ll play a critical role in monitoring agent performance, reviewing quality metrics, and driving continuous improvement to ensure outstanding customer experiences. Your responsibilities include providing constructive feedback, identifying opportunities for enhancement, and supporting process optimisation—all while fostering a culture of trust, collaboration, and growth within the team.
About the Role
- Advocate for world-class customer experience, ensuring service standards exceed expectations at all times
- Drive consistent performance improvement by coaching agents and managers in a fast-paced environment
- Help shape data-driven strategies to address recurring issues and enhance service quality
- Collaborate across teams to embed a customer-first mentality and foster a culture of continuous improvement
- Build strong relationships to create a positive, engaged working environment aligned with ConnexAI’s mission
Core Responsibilities
- Monitor agent performance in inbound/outbound environments, delivering clear, constructive, and actionable feedback
- Identify key performance gaps and implement targeted coaching solutions to elevate service standards
- Analyse quality data to detect trends, recurring issues, and root causes, proposing actionable fixes
- Support process optimisation by recommending workflow improvements and best practices
- Champion a data-driven, customer-focused culture in collaboration with internal stakeholders
- Assist in team development—helping agents thrive, managers lead effectively, and KPIs remain strong
- Contribute to coursework and training materials to ensure best-practice adherence across teams
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Key Requirements
✔ At least 6 months of experience in a coaching or quality assurance role within inbound/outbound call centres (or AI-driven customer service environments) ✔ Strong record of enhancing performance quality and supporting team development ✔ Proven ability to analyse agent performance, provide supportive feedback, and drive improvement strategies ✔ Excellent customer service skills with a problem-solving mindset and a customer-centric approach ✔ Proficient in desktop data tools—comfortable working with dashboards, reporting systems, and issue-tracking platforms ✔ Knowledge of quality assurance frameworks, continuous process improvement methods, and AI-driven customer service best practices is a strong plus ✔ Growth-oriented mindset with the potential to progress within ConnexAI’s quality and service team
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About ConnexAI
ConnexAI is an award-winning Conversational AI platform, combining elite engineering with innovative AI applications. Our technology helps organisations:
- Boost profitability and productivity with unparalleled conversational intelligence
- Increase revenue through smart customer engagement driven by AI Voice, ASR, and analytics
- Deploy enterprise-grade solutions—from AI Agents to AI Quality assurance—to elevate every interaction
Join a team that’s shaping the future of AI-powered customer experience. 🚀
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