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!