Quality Coach | Tech | Urgent

Gratitude Inc

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3 days ago

Quality Coach | Tech | Urgent

1-5 Year(s)

20 - 25 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Coaching Technical BPO Experience Quality experience in BPO Quality Coach

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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)

To apply, answer the following questions in a very short and clean format

Pre-screening notes:

Educational attainment:

Years of experience as Quality Coach

Technical experience in BPO:

Last drawn salary:

Expected salary:

Role

Quality Coach

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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