Quality & Development Coach I

Job Description

The Quality & Development Coach I is the entry level into the quality and employee development function. The role supports service quality and operational consistency by performing quality audits, documenting results, identifying recurring trends, and sharing findings with leadership for follow-up. This level is focused primarily on audit execution and trend identification and is not expected to independently perform the full scope of coaching, training, process improvement, or implementation support responsibilities.

 

KSA (Knowledge, Skills and Abilities/Attitudes)

• Working knowledge of relevant operational processes, systems, and procedures.
• Strong attention to detail and commitment to accuracy.
• Ability to follow audit frameworks, checklists, and scoring criteria.
• Clear written communication skills.
• Ability to identify patterns and escalate concerns appropriately.
• Professionalism, objectivity, and sound judgment.
• Ability to organize work and meet expected timelines.
• Proficiency with Microsoft Office tools and relevant internal systems.

Requirements and Qualifications

• College diploma, university degree, or equivalent work experience preferred.
• Minimum of 1-2 years of relevant operational experience in the applicable business area preferred.
• Strong record of quality, accuracy, professionalism, and service delivery.
• Understanding of internal systems, workflows, procedures, and client/service expectations.
• Clear and effective written and verbal communication skills.
• Ability to work required schedules based on operational needs.
• Excellent bilingual communication (English-Spanish).