Coaching and Development Liaison

Job overview

The Coaching and Development Liaison role is onsite in Englewood, Colorado, supporting the MSS Contact Center. Compensation is $24–$27.50 per hour. The role supports contact center agents and partners with Call Quality and Contact Center Leadership. The liaison turns quality reviews and performance metrics into structured coaching that improves agent effectiveness and member experience. Through call reviews, mentoring, and collaboration, the role reinforces consistent service and helps agents develop their skills.

What you'll do

• Use QA evaluations, trends, and feedback to coach MSS agents
• conduct call listening sessions
• document timely coaching focused on measurable improvement
• partner with QA on scoring expectations
• identify recurring themes and share recommendations with leadership
• support new and tenured agents through mentoring and call reviews
• participate in calibration
• monitor performance indicators and translate results into coaching.

What we're looking for

Skills & competencies

coaching and development liaison

contact center

englewood co

call quality

agent coaching

call reviews

performance metrics

quality assurance

member experience

$24–$27.50/hr

mss

training

performance improvement

Work arrangement

• Weekend coverage required

Why this role

The role does not include direct people management or formal disciplinary responsibilities. An associate degree or higher is preferred; prior contact center experience is required.

About the employer

Vuepoint Diagnostics LLC is hiring for this role. Industry: All Other Miscellaneous Ambulatory Health Care Services. Sector: 62.