Job Description

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients' brands, and design customized solutions to complex customer challenges.

We are looking for a detail-oriented and results-driven QA Performance Coach to support our teams in delivering outstanding customer experiences. The QA Performance Coach is responsible for monitoring, evaluating, and providing actionable feedback on customer interactions, while coaching team members to improve their performance and ensure compliance with quality standards. This is a vital role for someone passionate about continuous improvement, coaching, and maintaining excellence in customer service delivery.

Core Responsibilities

(include, but not limited too)
Monitor and evaluate customer interactions across all channels to ensure adherence to company and client standards. Provide constructive, actionable feedback and coaching to team members to improve quality and performance. Identify trends, strengths, and areas for development, and recommend solutions to enhance team effectiveness. Collaborate with operations and training teams to align coaching efforts with organizational goals. Participate in calibration sessions to ensure consistency and fairness in evaluations. Maintain accurate and detailed records of evaluations, coaching sessions, and progress. Support the development of quality guidelines, scorecards, and training materials. Foster a culture of excellence, accountability, and continuous learning among team members.

Requirements

Previous experience in quality assurance, coaching, or team leadership within a customer service or contact center environment. Strong knowledge of quality monitoring processes and customer service best practices. Excellent communication, feedback, and coaching skills. High level of attention to detail, objectivity, and fairness in evaluations. Ability to motivate and inspire team members to achieve their potential. Strong analytical and problem-solving skills. Proficiency in using QA tools, reporting systems, and office software. Bachelor's degree or equivalent experience preferred.

Additional Information

CXAI welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable). * We appreciate all applications; however, only those shortlisted will be contacted by our Talent and Acquisition Team.