Quality Coach

1 day 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

    1 week 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 performancesProvide input for Knowledge Article updates and recommend other improvement...

  • Quality Coach

    1 week 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 day 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...

  • Sales Coach

    1 day ago

    Mandaluyong City, National Capital Region, Philippines Magellan Solutions Outsourcing Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    Primary Responsibilities:Conduct training sessions for various sales campaigns, ensuring alignment with business goals.Develop, test, and continuously optimize sales scripts to improve key performance indicators (KPIs), such as conversion rates and contact rates.Provide floor support, including sales coaching and motivational training as needed.Collaborate...

  • Safety Coach

    7 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 Manager

    1 day ago

    Mandaluyong City, National Capital Region, Philippines Magellan Solutions Outsourcing Inc. Full time ₱900,000 - ₱1,200,000 per year

    The QA Manager ensures high service quality and consistency across operations by leading the QA team, designing and enforcing QA policies/processes, analyzing performance metrics, providing coaching & training, and driving continuous improvement initiatives aligned with client SLAs and business goals.Responsibilities:Oversee and audit agent transactions...

  • Quality Manager/Deal Desk Quality Manager

    1 week 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...

  • Field Quality Control Specialist

    5 days ago

    Mandaluyong City, National Capital Region, Philippines Skyro Full time ₱30,000 - ₱60,000 per year

    About the Company:Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society,...

  • quality assurance officer

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines MoneyCat Financing Inc. Full time $70,000 - $120,000 per year

    JOB RESPONSIBILITIESMeasure the quality of collections interactions by evaluating adherence to scripts, company best practices and quality standards, compliance and regulations.Track the number of errors or discrepancies found in collection and operations interaction process.Provide detailed and constructive feedback to agents to help them improve their...

  • Health Coach, Manila

    7 days ago

    Makati City, National Capital Region, Philippines Eucalyptus Full time $80,000 - $120,000 per year

    Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we're gonna need all the help we can get…About EucalyptusEucalyptus(or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world's biggest healthcare...