The Quality & Development Coach I is the entry level into the quality and employee development function. The role supports service quality and operational consistency by performing quality audits, documenting results, identifying recurring trends, and sharing findings with leadership for follow-up. This level is focused primarily on audit execution and trend identification and is not expected to independently perform the full scope of coaching, training, process improvement, or implementation support responsibilities.

Major Challenges

· Learning to evaluate employee work consistently and objectively.

· Staying current on systems, processes, products, client expectations, and workflow changes.

· Identifying trends early while avoiding assumptions based on isolated findings.

· Balancing audit completion timelines with accuracy and attention to detail.

· Communicating quality findings clearly to leadership.

Major Job Accountabilities

· Quality Review Accuracy - Complete quality audits accurately and in alignment with the approved framework.





· Trend Identification - Identify and escalate recurring quality issues, knowledge gaps, or performance patterns.

· Timely Reporting - Document and communicate audit results to leadership within expected timelines.

· Consistency and Objectivity - Apply audit standards fairly and consistently across reviews.

· Operational Knowledge - Maintain working knowledge of relevant procedures, systems, workflows, and client expectations.

KSA (Knowledge, Skills and Abilities/Attitudes)

· Working knowledge of relevant operational processes, systems, and procedures.

· Strong attention to detail and commitment to accuracy.

· Ability to follow audit frameworks, checklists, and scoring criteria.

· Clear written communication skills.

· Ability to identify patterns and escalate concerns appropriately.

· Professionalism, objectivity, and sound judgment.

· Ability to organize work and meet expected timelines.

· Proficiency with Micr

📌 Quality & Employee Development Coach I (Ciudad de México)
🏢 GLOBAL EXCEL MEXICO
📍 Ciudad de México