Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

This role focuses on analyzing call center performance, coaching agents, and supporting quality assurance efforts to improve customer interactions and operational efficiency.

Key Responsibilities

Conduct coaching sessions
Analyze call data
Review call performance
Support QA initiatives
Improve customer experience

Technical Overview

Involves performance data analysis, call review, coaching, and QA scorecard evaluation within a call center environment.

Ideal Candidate

The ideal candidate is experienced in analyzing call center performance data, conducting coaching sessions, and supporting quality assurance initiatives. They excel at call review and training to enhance customer service quality.

Must-Have Skills

Call data analysisPerformance trend analysisCoaching experienceCall review skills

Nice-to-Have Skills

QA scorecard analysisCall center metricsTraining developmentCustomer experience improvement

Tools & Platforms

BaltoCall center QA toolsCall review platforms

Required Skills

Call data analysisPerformance trend analysisCoachingCall review skillsQA scorecardsCall center metricsTraining developmentCustomer experience

Hard Skills

Call center operationsQuality assurancePerformance analysisCall data analysisTraining and coachingCustomer serviceCall reviewsPerformance trends

Soft Skills

CoachingCommunicationAnalytical skillsTeam collaborationProblem-solvingCustomer focus

Industry & Role

Industry Customer Service / Call Center

Job Function Performance analysis and coaching for call center agents

Keywords for Your Resume

Agent DevelopmentCall center performanceQA scorecardsCall data analysisCoachingCall reviewsPerformance trendsTrainingCustomer experienceCall handlingPerformance trend analysisCall review skillsQA scorecard analysisCall center metricsTraining developmentPerformance improvement

Deal Breakers

Lack of experience with call data analysis, No coaching or QA experience

Apply for this Position →

Get matched to jobs like this

Luna finds roles that fit your skills and career goals — no endless scrolling required.

Create a Free Profile

Agent Development & Performance Lead

Get matched to jobs like this