The Quality Coach – Shared Services is responsible for driving excellence in service interactions to ensure they meet established quality benchmarks and deliver an outstanding experience to customers and consumers. This role focuses on evaluating employee skills, process understanding, and competencies to identify development areas and implement strategies that support business objectives and continuous improvement.
KEY RESPONSIBILITIES
- Evaluate the quality of interactions handled by shared services specialists and provide timely feedback for improvement.
- Deliver clear, actionable written feedback referencing relevant documentation to build skills and enhance service delivery.
- Develop and maintain reports that highlight performance trends, skill gaps, and areas requiring attention.
- Support team leaders by providing data-driven insights that guide coaching and support efforts.
- Enhance and update quality assessment tools and forms, incorporating technology to streamline evaluation processes.
- Identify and recommend initiatives to improve the customer and consumer experience and strengthen the quality framework.
- Maintain and refine documentation on call planning and competency standards to ensure consistent performance measurement.
REQUIREMENTS
- Must have bachelor's degree in any program
- At least 3–5 years of experience in quality assurance, coaching, or shared services environment.
- Strong attention to detail with the ability to review processes and ensure compliance with quality standards.
- Excellent analytical and problem-solving skills; able to identify trends, root causes, and opportunities for improvement.
- Proven experience in coaching, mentoring, or training team members to enhance performance
- Strong written and verbal communication skills, with the ability to provide clear feedback and influence stakeholders.
- Willing to work onsite in BGC, Taguig
Job Type: Full-time
Pay: Up to Php62,000.00 per month
Benefits:
- Paid training
Schedule:
- 8 hour shift
- Day shift
Supplemental Pay:
- 13th month salary
Ability to commute/relocate:
- Taguig: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Quality Assurance / Trainer: 3 years (Preferred)
Work Location: In person
Report job
