The AM Coach will play a key role in monitoring service quality, supporting sales agents through coaching and feedback, and providing insights to management through reporting and analysis. The role focuses on evaluating calls and chats, ensuring consistency in scoring standards, and contributing to continuous improvement initiatives within the Corporate Sales environment.

Key Responsibilities:

• Listen to recorded and live calls, and review chat interactions to assess agent professionalism, accuracy, and customer service quality
• Score agent performance using predefined quality assurance checklists and standards
• Provide clear, constructive feedback to agents through one-on-one coaching sessions
• Support the sales team with ongoing coaching and performance improvement feedback
• Compile and present quality and performance reports to management using relevant data
• Identify service gaps and recommend improvements to training methods and customer engagement processes
• Facilitate or participate in calibration sessions with team leaders to ensure scoring consistency
• Review and validate retains to ensure accuracy and compliance
• Assist in identifying trends, risks, and opportunities for operational improvement