Training & Quality Coach

Training & 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 Training & Quality Coach plays a critical role in developing, delivering, and continuously improving training and quality assurance programs for call center agents. This position ensures agents are equipped with the knowledge, skills, and behaviors needed to deliver outstanding customer service while meeting company, client, and compliance standards.

You will combine hands-on training and delivery with quality monitoring and coaching to drive performance improvement across the operation.

Schedule:

This is a full-time position (37.5 hours per week) and requires flexibility to work both daytime and evening hours based on training schedules.

Typical Schedule (includes a 30-minute unpaid break each day; schedule may vary based on business needs and training requirements):

Monday - Friday, 9:00 AM - 1:00 PM (CST)

Monday - Friday, 5:00 PM - 9:00 PM (CST)

Why You'll Love This Role:

• Direct impact on employee development and performance success
• Blend of training, coaching, and quality assurance responsibilities
• Opportunity to shape onboarding and ongoing learning programs
• Work closely with leadership and operations teams
• Key role in improving customer experience and operational performance

What You'll Be Doing:

• Training & Development
  • Design, develop, and update training programs for new and existing call center agents
  • Facilitate engaging training sessions (virtual, video-based, and on-the-job training)
  • Deliver onboarding training for FNOL processes, systems, and customer service skills
  • Provide ongoing training, refreshers, and upskilling sessions
  • Support training effectiveness by evaluating results and adjusting content as needed
  • Work periodically in a CSR capacity to maintain current operational knowledge
• Quality Assurance & Coaching
  • Monitor live and recorded calls to evaluate agent performance against quality standards
  • Provide timely, constructive coaching and one-on-one feedback sessions
  • Identify trends, gaps, and opportunities for performance improvement
  • Recommend corrective actions and improvement strategies to leadership
  • Support continuous improvement initiatives across the operations team
• Collaboration & Reporting
  • Partner with supervisors, team leads, and operations leadership to identify training needs
  • Maintain accurate records of training, coaching, and quality results
  • Prepare and deliver reports on performance trends and training outcomes
  • Participate in quality improvement initiatives and operational projects

Who You Are:

• 1-2 years of experience in training, coaching, quality assurance, or call center operations preferred
• Strong communication and interpersonal skills
• Comfortable facilitating training and providing direct performance feedback
• Detail-oriented with strong organizational and analytical skills
• Ability to work independently and collaboratively in a fast-paced environment
• Passionate about employee development and continuous improvement

Ready to Elevate Training & Quality Excellence?

If you're passionate about developing talent, improving performance, and driving operational excellence through coaching, training, and quality improvement, we'd love to connect with you.

Apply today and help shape the future of training and quality!