Job Description

The Quality Audit Coach will report to the Quality Management Team.

The Quality Audit Coach works directly with APAC Operations by providing APAC Operations with the following coaching and training activities:

• Coaching individuals on gaps and/or trends identified in Quality Audits.
• Coaching teams on gaps and/or trends identified in Quality Audits.
• Provide training on new or modified policy and procedures.

The Quality Audit Coach will be required to:

• Analyze data, build pivot charts, or other analysis used for gap/trend identification using quality metrics.
• Develop comprehensive coaching plans and deliver targeted coaching sessions to address performance gaps.
• Proactively plan, organize and manage coaching schedules to ensure timely delivery.
• Prepare and maintain clear, accurate status reports for coaching progress by weekly in Coaching site.
• Work closely with Quality Auditors to identify and resolve inconsistencies in quality performance.
• Provide coaching feedback in a professional, structured manner and present it to stakeholders, ensuring alignment on performance gaps and necessary actions.
• Escalate unresolved performance issues promptly, ensuring proper documentation of coaching activities.
• Support the audit team by contributing to team initiatives, assisting with ad-hoc tasks and offering additional support to the team where necessary.

The Quality Audit Coach must:

• Have detailed knowledge of Contact Center (Call/Written) Operations.
• Be proficient in conducting Emails and Calls audits, with the ability to identify trends and provide actionable insights.
• Possess exceptional English communication skills in both written and spoken for business contexts.
• Exhibit strong skills in communication, documentation, escalation, project management and presentation.
• Be proficient in using technical tools for reporting and analysis, such as Excel (pivot tables, charts), Qlikview, Power BI, Salesforce or similar CRM Analytic tools.
• Shows adaptability and problem-solving skills to manage dynamic team challenges and changing business needs.
• Demonstrate strong resilience and time management skills, effectively prioritizing tasks in high-pressure environments.
• Maintain professional behavior and demeanor when interacting with stakeholders and team members.
• Be comfortable working with various audience including senior leadership and collaborating with the team to meet business objectives.
• Be highly independent, self-motivated, and accountable for completing tasks, reporting progress, and meeting deadlines with minimal supervision.
• Set clear performance expectations for the team and individual to ensure adherence to company standards and quality metric.

About The Cigna Group

Job Requirements