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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assurance evaluations, coaching, and customer service excellence, with a strong focus on leveraging AI-powered tools for performance improvement and customer experience enhancement.
Highest-signal resume keywords
Quality Assurance ExperienceCoaching And FeedbackAI-Powered Quality MonitoringMicrosoft Excel ProficiencyCustomer Service Call Center Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssuranceCoachingCustomer ServiceSales ExperienceAttention To DetailOrganizational SkillsAI-Generated Insights InterpretationReporting Tools ProficiencyPerformance Metrics TrackingAutomated Quality Scoring
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationConstructive FeedbackAdaptabilityPassion For Employee Development
Tools & Technologies
Level AIQuality Intelligence PlatformsConversation Intelligence ToolsContact Center Analytics Tools
Industry Keywords
Customer ExperienceSales ProcessesPerformance Improvement PlansTeam CalibrationsService Level Support
About the role
Key responsibilities & impact- Conduct quality assurance evaluations of customer interactions for adherence to company standards, sales processes, and customer experience expectations
- Deliver timely, actionable feedback to team members
- Partner with managers to identify coaching opportunities and support performance improvement plans
- Track audit results and document quality observations
- Participate in team calibrations and training sessions
- Support implementation of new processes, tools, and initiatives through quality monitoring and feedback
- Assist in reporting quality performance metrics and identifying individual coaching needs
- Provide insights on customer experience concerns and recurring agent behaviors
- Assist with service level support through customer interaction activities and phone coverage when needed
- Utilize Level AI and other quality intelligence platforms to review interactions, identify performance opportunities, and validate audit findings
- Leverage AI-generated insights to improve coaching effectiveness and customer experience
- Review automated quality scoring and conversation intelligence outputs for accuracy and consistency
- Identify customer experience and sales trends through AI-enabled reporting and escalate findings to leadership
Requirements
What you’ll need- 1+ year of quality assurance, coaching, customer service, or sales experience
- Strong written and verbal communication skills
- Ability to provide constructive coaching and feedback
- Strong attention to detail and organizational skills
- Experience working in a sales or customer service call center environment
- Proficiency in Microsoft Excel and other reporting tools
- Ability to adapt to changing priorities and business needs
- Passion for employee development and customer experience excellence
- Experience working with AI-powered quality monitoring, conversation intelligence, or contact center analytics tools preferred
- Ability to interpret AI-generated insights and apply sound judgment when evaluating customer interactions
- Comfortable leveraging technology and automation to improve productivity and quality outcomes
- Proven experience working with US based business teams
- Excellent written and communication skills in English language
- Full and ongoing overlap with Porch's U.S. Eastern Time business hours (7:30 PM IST – 3:30 AM IST)
- A quiet workspace
- Internet connection of at least 30 Mbps download and 10 Mbps upload
Benefits
Comp & perks- Night Shift Allowance in line with company policy
- Medical insurance
- Accident insurance
- Retiral benefits
- 12 company-paid holidays
- 2 flexible holidays
- Privilege/earned leave
- Casual/sick leave
- Paid maternity and paternity Leaves
- Weekly wellness events