Quality Coach

5 hours ago

Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱500,000 - ₱700,000 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

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