Quality and Coaching Lead
This is a 6-month opportunity to join our team in Noble Park working in the role of the Quality and Coaching Lead.
The Role
The Quality and Coaching Lead is responsible for driving consistent, high quality customer service interaction across the contact centre by monitoring, evaluating and improving agent performance. This role partners closely with Team Leaders, Operations, Training and Client Services to ensure customer experience, compliance and contractual obligations are met.
The Quality and Coaching Lead will conduct call monitoring, quality assessments, identify trends and root causes, and provide clear, actionable feedback and coaching to agents and leaders. Beyond scoring, the roleplays a critical part in translating quality insights into practical improvements to processes, behaviours and customer outcomes.
The position acts as a subject matter expert on quality standards and customer experience, supporting calibration activities, contributing to continuous improvement initiatives, and ensuring quality frameworks remain relevant, fair and aligned to business and client expectations.
Key Responsibilities
1. Quality Assurance Leadership (Genesys AI + Manual Reviews)
- Conduct AI‑driven and manual quality audits to identify behavioural, process and compliance gaps.
- Perform deep‑dive analysis on high‑risk or non‑compliant interactions.
- Validate CRM documentation standards and ensure accuracy of member records.
- Maintain QA dashboards and report weekly insights to the leadership team
2. Coaching & Capability Development (EPIC Model)
- Apply the EPIC soft‑skills model to assess empathy, professionalism, impact and call ownership.
- Deliver structured 1:1 coaching focused on soft skills, communication, and overall customer experience.
- Support Team Leaders by embedding EPIC coaching into ongoing development rhythms.
- Document coaching plans and track skill progression.
3. Cross‑Team Knowledge Building & Upskilling
- Review SOPs, playbooks and operational knowledge to gain full understanding of each business line.
- Conduct side‑by‑sides, call listening and observation of processes across MB, NAC Blended and S&S.
4. Client Concern Reviews & Continuous Feedback Loop
- Partner with CSM to review weekly concern data and NAC escalations.
- Perform root‑cause analysis to identify process failures or training gaps.
- Provide feedback to leaders and share targeted improvement actions.
5. New Starter Hypercare Support
- Support new consultants post‑training through call monitoring, coaching and floor support.
- Track performance against AHT, compliance and quality benchmarks.
- Reinforce process accuracy and service quality during early tenure.
6. QA Calibration & Consistency
- Facilitate fortnightly QA calibration sessions with TLs, SMEs and L&D.
- Document calibration outcomes and issue action plans within 48 hours.
- Drive consistency to 90%+ scoring alignment across evaluators.
7. Reporting & Continuous Improvement
- Analyse QA, compliance and EPIC performance data to identify themes and opportunities.
- Maintain and review the continuous improvement tracker with leadership.
- Deliver monthly QA & Coaching Reports with insights, outcomes and recommended actions.
About You
- Strong experience in contact centre QA, coaching or capability development.
- Excellent communication, analytical and feedback‑delivery skills.
- A disciplined, detail‑focused approach to evaluating quality and compliance.
- Ability to influence, collaborate and build capability across multiple business lines.
- Experience using QA tools (e.g. Genesys AI) and CRM systems.
- A passion for customer experience and coaching frontline talent.