Quality Coach Customer Experience

About us:

The Souled Store is a homegrown youth casual-wear brand started in 2013. We are one of India's largest online merchandising platforms with licenses like Disney, Warner Bros., WWE, IPL, Viacom18 to name a few. Apart from selling products with themed designs such as superheroes, movies, TV shows, and cartoons, the brand also is at the forefront of the latest youth style and fashion trends. In addition to core men and women wear apparel categories, we are also in the process of expanding to new categories and introducing new product lines in the existing categories like activewear, supima products, innerwear, personal care products like perfumes and very recently launched footwear and kidswear.

Although we are primarily an online brand, we've expanded in the offline retail space as well and have 40 offline stores and further expansion in pan India.

The Souled Store was born out of the idea of loving what you do, from the soul. We believe that people do their best work when they love what they do. There are too many Monday mornings and you can't go dreading every single one of them. Over the years, we have built a strong team of like-minded people that work smart, own their work, and think like leaders. If you identify with what we do and are interested in being a part of an aggressively growing brand, we would love to have you on board.

Position Overview:

As a
Quality Coach – Customer Experience
at The Souled Store, your primary focus will be on coaching, mentoring, and developing customer service representatives to improve their performance and enhance the overall customer experience. Rather than just monitoring and evaluating interactions, your role will be
proactively driving improvement through structured coaching programs
.

You will analyse customer interactions, provide constructive feedback, and work closely with customer experience teams to enhance communication, problem-solving, and service delivery skills. Your coaching will directly impact customer satisfaction, agent engagement, and service quality.

Roles and Responsibilities:

Coaching & Performance Enhancement:

• Conduct
one-on-one coaching sessions
with customer service representatives to improve communication, problem-solving, and customer handling skills.
• Develop
personalized coaching plans
for agents based on performance trends, customer feedback, and business objectives.

• Use
real-life customer interactions
(calls, chats, emails) to guide agents in refining their approach to customer engagement.

• Implement
role-playing exercises, mock scenarios, and skill-building activities
to enhance service quality.

• Encourage a culture of continuous learning and self-improvement within the customer service team.

Quality Monitoring & Feedback:

• Analyse customer interactions across all channels (calls, emails, chats, and social media) to identify coaching opportunities.

• Provide
detailed, constructive feedback
on service quality, adherence to company guidelines, and overall customer engagement.

• Recognize and celebrate high-performing agents, sharing best practices across the team.

• Partner with team leaders to develop performance improvement strategies based on coaching insights.

Calibration & Consistency:

• Conduct
calibration sessions
with quality leaders, trainers, and customer experience managers to align on service quality standards.

• Ensure
consistency in quality evaluations
and coaching methodologies across different teams.

• Regularly review and refine coaching frameworks to keep up with evolving customer needs and business priorities.

Process Improvement & Customer Experience Enhancement:

• Identify common service gaps and provide recommendations to refine customer service policies and workflows.

• Work closely with
the training team
to suggest improvements in onboarding and ongoing development programs.

• Share insights on recurring customer pain points, helping shape solutions that enhance the overall customer journey.

Reporting & Analysis:

• Track coaching effectiveness through structured reports and dashboards.
• Maintain records of coaching sessions, agent progress, and areas of development.

• Analyse
customer satisfaction metrics, agent performance data, and quality scores
to drive coaching strategies.

Requirements:

• Bachelor's degree or equivalent experience in customer service, coaching, training, or quality assurance.

• Minimum of
2 years of experience in a coaching, training, or quality role
within a customer service or retail environment.

•
Passion for coaching
and mentoring individuals to drive performance improvement.

• Strong understanding of customer service principles, quality evaluation methodologies, and coaching techniques.

• Excellent
communication and feedback delivery skills
with the ability to engage and inspire teams.

• Experience in call monitoring, quality analysis, and performance coaching.
• Ability to analyse data and translate insights into actionable coaching strategies.

• Proficiency in using customer service platforms (CRM systems, ticketing tools, and call monitoring software).

• Highly adaptable, able to
work in a fast-paced environment
while maintaining attention to detail.

Other Details:

•
Work Type:
Work from Office (5 days a week).

•
Work Week:
5 days with 2 offs, with a standard 9-hour shift.

Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch
.
If you don't get a response from our team within seven days, please know that your profile may not be a match for our current requirements. However, we appreciate your interest and encourage you to explore future opportunities with us :)