Quality Coach

Quality Coach Remote Company Overview: First Call Claims Solutions (QRM, LLC) is a trusted call center with 25+ years of experience serving 1,000+ clients nationwide. We specialize in processing insurance claims-from the very first report of a loss (FNOL - First Notice of Loss) to any other incident that needs attention (FNOI - First Notice of Incident)-and provide 24/7 support, overflow handling, and dedicated CAT response teams. Our reputation is built on operational excellence, responsiveness, and an unwavering commitment to our clients. About the Role: The Quality Coach plays a vital role in ensuring our call center agents consistently deliver exceptional customer experiences while meeting client expectations and quality standards. Through performance monitoring, coaching, feedback, and collaboration with operations leadership, you'll help develop high-performing agents and drive continuous improvement across the organization. If you're passionate about coaching others, improving performance, and making a meaningful impact on customer service, we'd love to have you on our team. Schedule: This is a full-time, remote position scheduled for 40 hours per week. The typical work schedule is Monday through Friday from 8:30 AM to 5:00 PM CST, which includes a 30-minute unpaid meal break each day. Work schedules may be adjusted as needed to meet business and client needs. Why You'll Love This Role: Make a direct impact on agent performance and customer experience Coach and mentor employees to help them grow and succeed Partner closely with leadership to drive operational excellence Help identify trends and implement quality improvement initiatives Join a collaborative team focused on continuous improvement What You'll Be Doing: Quality Assurance & Performance Monitoring - Monitor live and recorded customer interactions to evaluate agent performance against quality standards and client expectations Ensure adherence to company procedures, client scripts, service level agreements, and regulatory requirements Verify accuracy of claim documentation, coverage selection, claim routing, spelling, and data entry Identify quality trends and opportunities for operational improvement Coaching & Development - Provide timely, constructive coaching and one-on-one feedback to agents Reinforce best practices and recognize strong performance Partner with supervisors and team leaders to support employee development Assist with coaching initiatives designed to improve quality scores and customer satisfaction Reporting & Collaboration - Generate and analyze quality reports, scorecards, and performance metrics Identify recurring opportunities for improvement and recommend corrective actions Collaborate with Operations leadership on quality initiatives and process improvements Participate in special projects that enhance service quality and operational performance Lead by Example; Demonstrate First Call Claims Solutions' commitment to excellence by consistently: Following client scripts and service agreements Selecting the appropriate coverage and claim type Completing claim documentation accurately and thoroughly Providing compassionate, professional customer service Who You Are: 1-2 years of quality assurance, coaching, or call center experience preferred Strong communication and interpersonal skills Excellent organizational and multitasking abilities Detail-oriented with strong analytical and problem-solving skills Comfortable providing constructive feedback and coaching employees Able to work independently while collaborating effectively with cross-functional teams Familiarity with call center operations, quality standards, and customer service best practices Ready to Help Build a Culture of Quality? If you're passionate about coaching others, improving performance, and creating exceptional customer experiences, we'd love to hear from you. Apply today and help elevate quality and service excellence!