Justworks
ContinuousImprovementCoach
“Continuous Improvement Coach at Justworks. Skills: coaching, continuous improvement, performance improvement, quality assurance, customer experience. Own targeted coaching programs driven by QA scoring, customer feedback, and CX metrics to improve performance beyond baseline expectations.. Deliver structured 1: 1 and group coaching focused on recurring themes, skill gaps, and behavioral trends identified through QA.”
What You'll Achieve.
improve performance beyond baseline expectations; elevate the overall customer experience; measurable improvements in both employee performance and customer satisfaction; ensure coaching initiatives align with broader customer experience goals; help shape how continuous improvement is embedded across the organization; ensure consistency and clarity across CSO; improve the QA function
Industry & Context.
analytical thinking; identify patterns in customer interactions; translate insights into practical coaching strategies; identify opportunities for improvement; identify performance gaps
What They're Looking For.
Must Have
2+ years in Customer Experience, Quality Assurance, Enablement, or Operations, Demonstrated success in coaching performance improvement at scale, data fluency with the ability to interpret QA and CX metrics, Experience working with QA platforms (MaestroQA preferred), Excellent facilitation, coaching, and written communication skills, Systems thinker with follow-through, Comfortable operating independently while partnering cross-functionally
Nice to Have
MaestroQA preferred
What You'll Do.
Own targeted coaching programs driven by QA scoring
and CX metrics to improve performance beyond baseline expectations.
Deliver structured 1: 1 and group coaching focused on recurring themes
and behavioral trends identified through QA.
Translate QA data into clear
actionable improvement plans for individuals
Reinforce CX standards
and scoring methodology to ensure consistency and clarity across CSO.
Partner with QA to ensure 100% of evaluated interactions receive follow-up coaching
or validation as appropriate.
Identify where high-performing behaviors can be scaled
or operationalized across teams.
Track coaching effectiveness and improvement lift over time (pre/post coaching analysis).
Close the loop between QA findings
Design and maintain repeatable coaching frameworks
and toolkits aligned to QA scoring criteria.
Support enablement initiatives by contributing QA-driven insights to onboarding
and skill-based training.
Document best practices and improvement strategies in Confluence to support long-term scalability.
Participate in and contribute to calibration sessions to ensure scoring consistency
and alignment across evaluators.
How You'll Work.
Team & Collaboration
partner with leaders to elevate the overall customer experience; work closely with Quality Assurance, Customer Insights, and CSO leadership to ensure that coaching initiatives align with broader customer experience goals; partnering cross-functionally; collaborate with sales stakeholders to understand team goals and design QA systems that align with their KPIs
Communication Scope
written communication skills; active listener
Process & Methodology
resource planning
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