Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

Dialpad’s Quality Coaches are Dialpad product and processes champions who provide coaching and training to our Support agents to further develope their knowledge and skills. In this role, you’ll combine a passion for developing others, strong communication and interpersonal kills to create a strong learning enviornement for our Support team.

Dialpad’s CX Development team plays an essential role in coaching, training and keeping the CX org up to date on all things Dialpad. This team collaborates closely with Support leadership, Product Management, and our Help Center Content manager to constantly improve agent and customer education.

About the role

As a Support Quality Coach, you’ll own evaluating all T1 and Premium Support customer interactions (email, chat and phone). You’ll work closely with Support Leadership and your fellow teammates to ensure Diapad Customer Support is consistently delivering world-class service. You’ll be instrumental in discovering trends in agent knowledge, highlighting resource gaps, and working with your team to build new or update existing documentation. You’ll provide additional coaching and training resources to the Support agents through 1:1 coaching and data-driven guidance.

This position reports to our Training & QA Manager and has the opportunity to be based in the Philipines working 8 am - 5pm EST, Monday - Friday.

What you’ll do

Monitor and evaluate the quality of technical support provided to Dialpad customers.
Help develop and implement training programs to improve technical support.
Ensure compliance with company policies.
Collaborate with Support Development Leadership on a weekly/bi-weekly basis to discuss insights and recommended actions.
Use performance data and metrics to provide 1:1 live coaching sessions with your assigned agents.
Analyze data and customer feedback to make recommendations on process improvements.

Skills you’ll bring

1+ years of Customer Service Quality Auditor experience.
2+ years of customer service experience.
Call Center experience a plus.
Knowledge of Quality Management tools.
Familiarity with interactive learning activities.
Excellent written communication and documentation skills.
Excellent communication and presentation skills.
BSc degree in Education, or a Technical field is a plus.
Additional certification in training is a plus.

Dialpad benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.

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