In a team of mixed experience levels, how have you helped coach or mentor junior support representatives to improve their performance (for example: first response time, resolution quality, or customer satisfaction)? Provide an approach you would use to measure and sustain those improvements.

In my last role leading an eight-person support team with three junior reps, I noticed first response times averaging 90 minutes and QA scores around 75%. I paired each junior with a senior for two-week shadowing cycles, created quick-reference playbooks for the 20 most common issues, and ran twice-weekly 30-minute coaching sessions focused on triage and tone. Within three months first response dropped to 25 minutes, QA scores rose to 92%, and CSAT climbed from 81% to 94%. I measured progress with weekly dashboards (first response, resolution time, QA pass rate) and monthly one-on-ones to set improvement goals. To sustain gains I kept playbooks live, scheduled quarterly calibration reviews, and tied a small peer-recognition bonus to sustained metric improvements.