ITIL Certified Quality Coach

3 hours ago

Mandaluyong City, National Capital Region, Philippines Unisys Full time $30,000 - $60,000 per year

We Believe in Better

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting-edge technologies and solutions. You are part of a global diverse team that supports you, drives change and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making a positive impact on enhancing the quality of life to help make this world a safer and more secure place to live and work.  Our success is a direct result of the work of our people who live and breathe our Core Beliefs.  Simply put, we believe in better lives.  Join us

Learn more about Unisys and our key solution offerings:  Unisys, Stealth , CloudForte , Intelliserve

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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