Call Quality Coach
United States
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Job Description
Call Quality Coach
El Paso, Texas

Job Summary

Enhance customer service quality by monitoring calls, providing feedback, and coaching agents to improve communication, compliance, and overall performance.

Key Responsibilities

1. Monitor and evaluate customer interactions to ensure adherence to quality standards.
2. Provide constructive feedback and coaching to enhance agent communication and service skills.
3. Identify training needs and collaborate with trainers to improve agent performance.
4. Maintain and update quality scorecards, reports, and performance insights.
5. Work with leadership to implement process improvements and enhance customer experience.

Skill Requirements

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Other Requirements

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Maximum Salary (US):  37500
Minimum Salary (US):  33000
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.