Continuous Improvement Coach

You are a thoughtful and performance-driven coach who is passionate about helping teams grow through structured feedback, skill development, and continuous improvement. You have a strong ability to identify patterns in customer interactions, translate insights into practical coaching strategies, and partner with leaders to elevate the overall customer experience. You bring both analytical thinking and strong interpersonal skills to your work. You are comfortable working with data, quality insights, and customer feedback to identify opportunities for improvement. At the same time, you are energized by coaching individuals and teams, helping them build confidence, refine their approach, and consistently deliver exceptional customer experiences. You enjoy building programs that scale. Whether developing coaching frameworks, facilitating skill workshops, or partnering with managers to close performance gaps, you are motivated by seeing measurable improvements in both employee performance and customer satisfaction. You thrive in collaborative environments and work closely with Quality Assurance, Customer Insights, and CSO leadership to ensure that coaching initiatives align with broader customer experience goals. You are excited by the opportunity to help shape how continuous improvement is embedded across the organization.

Responsibilities

Own targeted coaching programs driven by QA scoring, customer feedback, and CX metrics to improve performance beyond baseline expectations; Deliver structured 1:1 and group coaching focused on recurring themes, skill gaps, and behavioral trends identified through QA; Translate QA data into clear, actionable improvement plans for individuals, pods, and teams; Reinforce CX standards, expectations, and scoring methodology to ensure consistency and clarity across CSO; Partner with QA to ensure 100% of evaluated interactions receive follow-up coaching, reinforcement, or validation as appropriate; Identify where high-performing behaviors can be scaled, replicated, or operationalized across teams; Track coaching effectiveness and improvement lift over time (pre/post coaching analysis); Close the loop between QA findings, coaching actions, and CX outcomes; Design and maintain repeatable coaching frameworks, playbooks, and toolkits aligned to QA scoring criteria; Support enablement initiatives by contributing QA-driven insights to onboarding, refreshers, and skill-based training; Document best practices and improvement strategies in Confluence to support long-term scalability; Participate in and contribute to calibration sessions to ensure scoring consistency, fairness, and alignment across evaluators

Requirements

2+ years in Customer Experience, Quality Assurance, Enablement, or Operations; Demonstrated success in coaching performance improvement at scale; Strong data fluency with the ability to interpret QA and CX metrics; Experience working with QA platforms; Excellent facilitation, coaching, and written communication skills; Systems thinker with strong follow-through; Comfortable operating independently while partnering cross-functionally

Nice to have

MaestroQA

Benefits

Great benefits; wellness program offerings; company retreats; ability to interact with and learn from leaders in the startup community