Quality Assurance Coach

Gratitude Inc

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3 weeks ago

Quality Assurance Coach

1-2 Year(s)

Manila (Taguig)
(Base Location for WFH)

Job Description

Key Skills

CRM (Customer relationship Management) Customer Relations Customer Service Quality Assurance/QA WFM System Customer Management WFM tools customer service analyst BPO Skills BPO Operations BPO industry BPO Call center WFM Assistant Manager BPO call centre QA Analyst skills

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Job Summary

The Quality Coach ensures consistent service excellence by monitoring agent interactions and providing targeted coaching. The role reinforces compliance, accuracy, and customer experience standards across all CE support tiers.

Key Responsibilities
•Conduct quality evaluations of chat, email, and ticket interactions.
•Deliver data driven coaching and feedback to improve performance.
•Identify trends in defects, escalations, and policy adherence issues.
•Partner with Operations and Training on corrective actions and calibrations.
•Maintain quality documentation, scorecards, and audit reports.

Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 12 months experience in QA, coaching, or CE operations.
•Strong analytical and documentation skills.
•Working knowledge of digital support, billing, compliance, or technical cases.
•Strong technical background in BPO (Must have)

Role

Customer Service Analyst

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from Home

Process

Voice

Functional Area

ITES / BPO / Customer Service

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