Quality Based Behaviour Coach

In this role, you will: Deliver engaging classroom, virtual, and on-the-job training sessions focused on behavioral development, customer experience, communication, and performance improvement. Analyze quality results, performance trends, customer feedback, and operational data to identify behavioral and knowledge gaps. Design and deliver targeted coaching interventions based on identified performance and quality opportunities. Work closely with Quality, Operations, and Learning & Development teams to align coaching and training initiatives with business and client requirements. Conduct regular coaching sessions, provide constructive feedback, and support employees in building sustainable performance improvements. Identify recurring behavioral trends and recommend training or coaching solutions to address root causes. Support calibration sessions and ensure consistency in quality standards, coaching approaches, and performance expectations. Monitor the effectiveness of training and coaching interventions through quality and performance results. Maintain accurate training, coaching, attendance, and performance-related documentation. Contribute to the development and continuous improvement of training materials, coaching tools, guides, and learning activities. Share best practices and insights with trainers, coaches, quality teams, and operations stakeholders. Support new-hire training, refresher training, upskilling, and targeted development programs when required. Foster a positive, inclusive, and motivating learning environment where employees feel supported and encouraged to grow. Work rotational shifts; location is 5th Settlement, New Cairo.

What s in it for YOU! Best salary in the market. Transportation provided. Medical and social insurance. Location in New Cairo. International and inclusive environment that makes you feel supported, encouraged, and welcome from day one. Opportunity to develop your career within a global organization and make a direct impact on employee and business performance.

Desired Candidate Profile

English proficiency at B2 (Upper Intermediate) to C1 (Advanced) level. 2+ years of experience in training, coaching, or a similar role, preferably within a BPO, customer service, or contact center environment. Previous experience as a Senior Trainer, Trainer, Behavioral Coach, or similar role is highly preferred. Strong facilitation, presentation, and classroom management skills. Excellent coaching and feedback skills, with the ability to identify behavioral gaps and translate them into actionable development plans. Strong understanding of adult learning principles and different learning styles. Ability to analyze quality and performance data and translate insights into effective coaching or training interventions. Strong verbal and written communication and interpersonal skills. Excellent problem-solving, critical-thinking, and root-cause analysis abilities. Proficiency in Microsoft Office, particularly PowerPoint, Excel, and Word. Experience developing or adapting training materials, presentations, coaching guides, and learning activities. Experience working with Quality Assurance, CSAT, customer experience, compliance, or operational performance metrics is an advantage. Familiarity with CRM, LMS, quality monitoring, workforce management, or contact center tools is considered an advantage. Strong organizational and time-management skills, with the ability to manage multiple training and coaching priorities in a fast-paced environment. A proactive attitude, strong sense of accountability, and genuine passion for developing people.