Quality Assurance Coach (Las Vegas, NV)

Basic Information

Ref number

Req_00016644

Primary Location

Las Vegas

Description and Requirements

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications, and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources, and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent.


Position Overview: 

The Quality Assurance (QA) Coach drives coaching culture through the facilitation of Coaching for Excellence training. The QA Coach facilitates Coaching for Excellence training, provides feedback to Team Supervisors and Support Staff, and conducts coaching sessions to ensure adherence to the Coaching for Excellence Methodology. The QA Coach works closely with Operations Manager and partners with other support departments in order to align development plans through flagging wins and areas of opportunity for recurrent coaching innovation. 


Specific Responsibilities May Include:
  • Follow the certification process to ensure all New Hires and team supervisors are trained and informed of the coaching methodology
  • Conduct shadowing session while Team Supervisors are delivering coaching to agents in order to identify wins and needs improvements in terms of coaching methodology and usage of available tools (coaching guide, knowledge base, learning pyramid, etc.)
  • Coach agents for training demonstrations as well on a regular basis to ensure they are adhering to our coaching methodology as well as uncover challenges, best practices or new techniques
  • Report on current agent coachings, coaching topics, and areas of opportunity on a daily basis to ensure alignment

 Required Experience, Skills & Competencies:
  • Six (6) months working experience in call center, customer service, or quality control
  • Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint)
  • Analytical skills
  • Problem-solving and decision-making skills
  • Mentoring and coaching skills
  • Excellent oral and written communication skills
  • Adaptive to changing work schedules
  • Active listening skills
  • Operates with minimal supervision

Preferred Experience, Skills & Competencies:
  • Previous training experience

TELUS Values: 

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
  • We embrace change and initiate opportunity
  • We have a passion for growth
  • We believe in spirited teamwork
  • We have the courage to innovate

  At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. 


Additional Job Description

The Coach of Excellence has a multi-faceted role. The core of the role is to drive a culture of coaching and development. In order to drive this culture, COEs facilitate Coaching for Excellence training, provide feedback to Team Leaders and Support Staff, and conducts coaching sessions to ensure adherence to the Coaching for Excellence Methodology. COEs encourage Team Leaders to perform effective coaching sessions with their agents in order to motivate them to perform at their maximum capacity. Effective coaching sessions help agents to fulfill professional growth targets, enhance the productivity of the account, and strengthens the overall profitability of the company. COEs are also expected to facilitate bi-weekly Coaching Forums to encourage peer-to-peer conversation within the Team Lead team, and conduct workshops to fill Leadership knowledge gaps as they are identified. The COE works closely with Operations Managers and partners with other support departments in order to align development plans through detailed highlighting and recurrent coaching innovation.

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