Job description
Join EMAPTA as a Team Performance Coach and lead a high-potential team dedicated to excellence in QA and customer experience. This is a unique opportunity to coach TLs, QA specialists, and SMEs within our pioneer day shift, driving elevated performance, quality standards, and exceptional agent outcomes. You will design coaching strategies, implement QA frameworks, and cultivate a culture of continuous improvement that translates into tangible business results.
In this role, you will partner with operations leadership to set ambitious but achievable targets, monitor key metrics, and provide actionable guidance that accelerates team growth. You will mentor frontline supervisors, raise QA scores, and develop premium career paths for team members, while ensuring a positive and engaging agent experience. If you are a data-driven leader who thrives on developing others and delivering measurable impact, this is the role for you.
EMAPTA is committed to empowering people with meaningful careers, cutting-edge training, and opportunities to advance in a fast-paced, global environment. This role offers a clear path to leadership and a platform to shape best-in-class coaching practices across the organization.
Responsibility
- Lead and mentor a cross-functional team of Quality Analysts, Team Leaders, and SMEs to achieve and surpass performance targets.
- Design, implement, and maintain QA scorecards, monitoring plans, and coaching playbooks to standardize quality assurance across the team.
- Coach TLs to drive performance, conduct 1:1s, performance reviews, and scalable coaching sessions.
- Analyze call center metrics (quality, productivity, handle time, CSAT) to identify opportunities and deliver data-driven improvements.
- Collaborate with QA and Training teams to develop and deliver targeted coaching programs and process improvements.
- Drive agent quality, customer satisfaction, and first-contact resolution through structured coaching and feedback loops.
- Monitor progress against KPIs, prepare regular reports for leadership, and implement accelerated performance improvement plans.
- Foster a culture of continuous learning, coaching, and accountability while upholding EMAPTA's service standards.
Qualification
- Bachelor’s degree or equivalent professional experience in business, communications, or a related field.
- Proven experience in coaching, QA, or SME roles within a contact center or customer service environment.
- Strong leadership, mentoring, and interpersonal skills with the ability to influence across levels.
- Deep understanding of QA methodologies, call monitoring, and performance management tools.
- Data-driven mindset with proficiency in extracting insights from dashboards and metrics; advanced Excel/Sheets skills helpful.
- Excellent written and verbal communication in English; ability to present complex data clearly to leadership.
- Ability to thrive in a day-shift, pioneer team setup; flexible regarding schedule as needed.
- Collaborative, proactive, and capable of operating effectively in a fast-paced, global setting.