Quality / Sales Coach

Role Purpose

Improve the quality, consistency, and effectiveness of advocate sales interactions through structured, data-informed coaching focused on customer sales experience, sales behaviors, and long-term KPI performance.

Key Responsibilities

• Deliver regular one-to-one and group coaching focused on sales behaviors and customer outcomes.
• Help advocates identify strengths, development areas, and clear improvement plans.
• Use AI monitoring data and manual interaction reviews to provide constructive feedback.
• Coach active listening, empathy, sales intent-driven communication, and effective outcomes aligned to Microsoft quality standards.
• Track progress using AI-driven insights and sales KPI data.
• Build trusted relationships with advocates and create a safe learning environment.

Required Skills / Experience

• Strong coaching and development capability with ability to adapt approach to learning styles and performance levels.
• Ability to use probing questions, drive accountability, and provide supportive actionable feedback.
• Excellent active listening, empathetic communication, and rapport-building skills.
• Analytical ability to use AI-driven insights, interaction data, and KPIs to identify coaching opportunities.
• Strong understanding of Microsoft sales principles, sales quality standards, supported technology, and Microsoft solutions.

Preferred / Additional Requirements

• Prior frontline sales experience supporting relevant solutions.
• Strong cultural awareness for supported markets.
• Completion of Sell it Right Skill Certification and Coaching Certification once hired.

Indicative Success Measures

Advocate KPI improvement, quality scores, direct sales, qualified leads, CSAT, saves, attach rate, coaching plan completion, and behavioral improvement trends.