Coaching & Development Liaison
About The Position
The Coaching and Development Liaison is responsible for driving call quality excellence, performance consistency, and agent effectiveness within the MSS Contact Center. This role focuses on translating insights from the Call Quality (QA) team and performance metrics into structured, routine coaching that improves agent outcomes and member experience. The Coaching and Development Liaison serves as a subject-matter expert and performance coach for MSS agents, partnering closely with QA and Contact Center Leadership. While this role operates in a highly visible, influence-based capacity, it does not include direct people management or formal disciplinary responsibilities.
Requirements
- Strong coaching and feedback delivery skills
- Prior Call Center experience required
- Proven ability to train, coach, and develop colleagues to drive performance and engagement
- Deep understanding of contact center quality and performance metrics
- Ability to interpret data and convert insights into behavior-based coaching
- Excellent written and verbal communication and influencing skills
- High attention to detail with call reviews and documentation
- Proven experience in a contact center environment
- Demonstrated experience listening to calls and providing constructive coaching feedback
- Strong understanding of call quality frameworks and performance metrics
- Ability to work cross-functionally with QA and leadership teams
- High level of professionalism, discretion, and accountability
- Comfort handling sensitive, performance-focused coaching conversations
- Experience with performance dashboards, call reporting tools, or QA platforms
Nice To Haves
- Associates Degree or higher, preferred
Responsibilities
- Utilize Call Quality (QA) evaluations, trends, and feedback to deliver consistent, actionable coaching to MSS agents.
- Conduct routine call listening sessions to reinforce call structure, tone, scripting, compliance, and overall phone effectiveness.
- Ensure coaching is delivered timely, documented appropriately, and focused on measurable improvement.
- Partner with QA to clarify scoring expectations and coach agents on opportunities identified through quality reviews.
- Identify recurring coaching themes and escalate trends or gaps to Leadership with improvement recommendations.
- Support both new and tenured MSS agents through structured coaching, mentoring, and targeted call reviews.
- Reinforce training concepts post-onboarding to ensure knowledge translates into live-call behaviors.
- Assist leadership in identifying agents who may benefit from additional support, refreshers, or skill-focused coaching plans.
- Act as a liaison between the Call Quality team, operations leadership, and MSS agents to ensure coaching alignment.
- Participate in calibration sessions to promote consistent coaching messages and quality standards.
- Share insights with leadership regarding agent readiness, performance risks, and development opportunities.
- Monitor and analyze key performance indicators, including but not limited to: Conversion rates (member reached, live conversation, and scheduled visit outcomes), Call volume and productivity metrics, Overall call success and effectiveness while agents are live on the phone.
- Translate metric performance into individualized coaching conversations focused on skill improvement and consistency.
- Reinforce best practices related to call engagement, probing, call control, and closing techniques.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
