Continuous Improvement Coach (Quality Assurance)

Location: Hybrid role based in the New York City office, United States

Salary: $36.30–$39.93 per hour

Company

hirify.global provides products and services that help businesses manage HR issues and focus on running their businesses.

What you will do

• Own targeted coaching programs based on QA scores, customer feedback, and customer experience metrics.
• Deliver structured one-to-one and group coaching focused on recurring themes, skill gaps, and behavioral trends.
• Translate QA data into actionable improvement plans for individuals, pods, and teams.
• Reinforce customer experience standards, expectations, and scoring methodology across the Customer Support Organization.
• Track coaching effectiveness through pre- and post-coaching analysis and connect QA findings with customer experience outcomes.
• Design scalable coaching frameworks, playbooks, and toolkits, and document best practices in Confluence.

Requirements

• 2+ years of experience in Customer Experience, Quality Assurance, Enablement, or Operations.
• Demonstrated success in coaching performance improvement at scale.
• Strong data fluency and ability to interpret QA and CX metrics.
• Experience working with QA platforms; MaestroQA is preferred.
• Excellent facilitation, coaching, and written communication skills.
• Ability to work independently, think in systems, follow through, and partner cross-functionally.

Culture & Benefits

• Welcoming and casual work environment.
• Benefits and wellness program offerings.
• Company retreats and opportunities to learn from leaders in the startup community.
• Culture centered on camaraderie, openness, grit, integrity, and simplicity.
• Commitment to diversity, inclusion, and reasonable accommodations.