Associate - 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:

Quality Coach – Customer Experience

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:

one-on-one coaching sessions

real-life customer interactions

role-playing exercises, mock scenarios, and skill-building activities

• 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.

detailed, constructive feedback

• 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:

calibration sessions

consistency in quality evaluations

• 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.

the training team

• 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.

customer satisfaction metrics, agent performance data, and quality scores

Requirements:

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

2 years of experience in a coaching, training, or quality role

Passion for coaching

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

communication and feedback delivery skills

• 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).

work in a fast-paced environment

Other Details:

Work Type:

Work Week:

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