Quality Coach

5 days ago

Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱40,000 - ₱80,000 per year

What success looks like in this role:

  • Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets. Ensure that all designated agents in the team are coached timely and effectively.
  • Coaching abilities to drive agent performances
  • Provide input for Knowledge Article updates and recommend other improvement suggestions.
  • Prepare reports and quality indicators, provide Quality results to Service Desk Leadership members, and implement continuous improvement action plans for enhancing End User Experience.
  • Collaborate with Knowledge, training, Quality and Operation to drive results
  • Prepare and Drive Quality assurance Weekly, Monthly business presentation [WBR, MBR]
  • Active participation in quality initiatives and Team objectives and high-quality execution of the Quality Process.
  • Conduct sessions with Service Desk agents and staff members to calibrate on call guidelines and discuss on Quality Metrics.
  • May involve Client interaction and activities
  • SD basic technical troubleshooting experience
  • Demonstrated awareness of industry best practices in Quality Assurance and proficiency in leveraging market-relevant technologies to ensure high standards of product quality.

You will be successful in this role if you have:

  • Minimum 2+ years of IT Service Desk Level 1 experience
  • Excellent verbal and written communication in English and any additional applicable languages
  • Bachelors' Degree in any field is desired.
  • ITIL foundation certified
  • Key Skills:
    • Good understanding of IT Service Desk Level 1 Support processes
    • MIS reporting, trending reporting and Analytics
    • Good knowledge of Service Desk Tools, Applications
    • Experience creating and updating reports. Should be able to interpret data and trend analysis.
    • Able to resolve escalations and keep stakeholders informed
    • Highly resourceful, self-driven, and proactive attitude that demonstrate ownership
    • Growth Mindset that generates curiousness about the working environment
    • Knowledge of PowerBi Reporting, MIS Excel
    • Hands on experience on Ticketing tool like – ServiceNow and Genesys
    • Knowledge of Speech and Text Analytics, Auto Assist, Sentiment Analysis is an added advantage
    • Should be able to work with Global Team and related Operations Functions

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at or alternatively Toll Free: Prompt 4).  US job seekers can find more information about Unisys'  EEO commitment here.

  • Quality Coach

    5 days ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱400,000 - ₱800,000 per year

    What success looks like in this role: What success looks like in this role:Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets. Ensure that all designated agents in the team are coached timely and effectively.Coaching abilities to drive agent performancesProvide input for Knowledge Article updates...

  • Quality Coach 1

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Global Payments, Inc. Full time ₱180,000 - ₱360,000 per year

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Quality Coach 1

    2 weeks ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time ₱150,000 - ₱250,000 per year

    SummaryDescriptionSummary of This RoleMonitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality. Scores are then entered into a database for tracking and reporting purposes. Quality issues and performance measures are used to insure the highest level...

  • Quality Coach 1

    2 weeks ago

    Quezon City, National Capital Region, Philippines Global Payments Full time ₱250,000 - ₱350,000 per year

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Quality Analyst

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Smart Outsourcing Solution Full time ₱25,000 - ₱50,000 per year

    The Quality Analyst (QA) is responsible for monitoring, evaluating, and improving customer interactions to ensure compliance with company policies, business requirements, and industry standards. This role provides actionable insights and feedback to drive agent performance, enhance customer satisfaction, and maintain high service delivery standards in a...

  • Quality Assurance Manager

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Salmon Services Inc. Full time ₱600,000 - ₱840,000 per year

    Apply here: About the Role – Quality Assurance (QA) ManagerThe QA Manager will design, lead, and execute Salmon's quality monitoring program for customer interactions across financing and banking services. You will set quality standards, lead calibration sessions, analyze performance trends, and collaborate with Operations and Training to elevate support...

  • Safety Coach

    2 days ago

    Makati City, National Capital Region, Philippines First Maritime Shared Services, Inc. Full time ₱600,000 - ₱1,200,000 per year

    Company DescriptionFirst Maritime Shared Services (FMSS) is the support management subsidiary of Philippine Transmarine Carriers (PTC), providing high-quality back-office support and cost management services to various global industries. With headquarters in Manila, Philippines, FMSS delivers a wide range of services including Ship Management, Supply Chain...

  • Quality Analyst

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines ibex Full time $70,000 - $120,000 per year

    TheQuality Analystassesses call quality to ensure that CSRs deliver their role in line with the company and client's quality values and methodology.ResponsibilitiesMonitoring of Calls – 15-30 calls per dayDaily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of...

  • Wellness Coach

    1 week ago

    Quezon City, National Capital Region, Philippines RelianceUnited - a subsidiary of Unilab Full time ₱800,000 - ₱1,200,000 per year

    We're Hiring: Wellness Coach | Make an Impact on Mental Health in the Corporate WorldAre you passionate about supporting mental wellness and fostering a healthier workplace? Join us as aWellness Coachand be part of an innovative team delivering high-quality psychosocial support and mental health education to employees of leading corporate clients.What You'll...

  • Quality Manager/Deal Desk Quality Manager

    3 days ago

    Mandaluyong City, National Capital Region, Philippines iCrescendo INC. Full time ₱900,000 - ₱1,200,000 per year

    Qualifications:Candidate must possess at least a Bachelor's/College Degree, any fieldAt least 2 years of working experience in a Quality Management roleMinimum of 3 years on a Managerial capacityMinimum of at least 12 months experience with Order Management, Operations, or Order to CashExpertise with QA and Compliance processes, definition documents and...