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Services

We understand that no two organisations are the same. Find out more about how we've customised our recruitment offerings to help clients across South East Asia meet their needs.

Read more
About Robert Walters Philippines

Since our establishment in 2016, our belief remains the same: Building strong relationships with people is vital in a successful partnership.

Learn more

Work for us

Our people are the difference. Hear stories from our people to learn more about a career at Robert Walters

Learn more

Quality Assurance Coach

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This is a fantastic opportunity to work for a top US Financial Institution setting up operations here in BGC. You will be expected to grow and build a team from ground up, with exponetial opportunities.

Quality Assurance Coach

Salary: Competitive and based on experience

Location: BGC

Keywords: Quality Assurance, Coach, Customer Service, Operations Processing, Feedback, Trend Analysis

Our client is seeking a dedicated Quality Assurance Coach to ensure consistently high-quality customer interactions. This role is pivotal in monitoring calls, providing feedback, and making recommendations based on observations. The successful candidate will be responsible for calibration within the department to ensure consistency in quality evaluation and coaching. This is an exciting opportunity to contribute to a team that values doing the right thing, ownership, leadership, simplification, and collaboration.

  • Ensure consistently high-quality customer interactions
  • Provide actionable data to various internal support groups
  • Contribute to a team that values doing the right thing, ownership, leadership, simplification, and collaboration

What you'll do:

As a Quality Assurance Coach, you will play a crucial role in maintaining our commitment to exceptional customer service. You will monitor calls, identify coaching opportunities, provide feedback, and make recommendations based on your observations. Your ability to analyze trends and prepare comprehensive reports will be key in driving continuous improvement within the team. You will also be responsible for calibrating quality standards within the department and facilitating regular calibration discussions. Your participation in initiatives focused on quality will further enhance our service delivery. With your keen eye for identifying training gaps through evaluation trending, you will help shape our ongoing training programs.

  • Review customer interactions, identify coaching opportunities and provide feedback to associates and management through written evaluations and individual 1x1s.
  • Analyze trends and review with management; recommend solutions based on trend analysis; prepare internal and external quality reports for management staff review.
  • Use quality monitoring data management system to compile and track performance at department, site, team, and individual level.
  • Responsible for calibration of quality standards and coaching for department; facilitate regular calibration discussions.
  • Participate in initiatives and incentive contests focused on quality.
  • Recommend resource updates and action plans based on department and individual trends.
  • Provide recommendations regarding training gaps identified through evaluation trending.
  • Partner with internal departments as needed to improve quality and processes related to customer satisfaction.

What you bring:

The ideal Quality Assurance Coach brings a wealth of QA experience from a Customer Service or Operations Processing role. You possess excellent communication skills across all mediums - oral, written, and interpersonal. Your exceptional listening and analytical skills enable you to identify coaching opportunities and provide insightful feedback. You are proficient in PC software such as Excel, PowerPoint, and Tableau. Your strong knowledge of customer service processes and techniques, coupled with your ability to work well independently and in a team environment, make yourself an invaluable asset. Above all, you are committed to providing exceptional customer service.

  • 2-4 years specific QA experience in a Customer Service or Operations Processing role.
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate level of knowledge/expertise with PC software (Excel, PowerPoint, Tableau).
  • Strong knowledge of customer service processes and techniques.
  • Demonstrated ability to work well independently and in a team environment.
  • Commitment to providing exceptional customer service.

What sets this company apart:

Our client is a leading player in the financial services industry, known for its commitment to delivering exceptional customer service. They value doing the right thing, ownership, leadership, simplification, and collaboration. This is reflected not only in their products and services but also in their work culture. They offer a supportive and inclusive work environment where every team member is empowered to contribute their unique skills and perspectives. They believe that diversity and inclusion are key drivers of creativity and innovation.

What's next:

Ready to take your career to the next level? Apply now!

Apply today by clicking on the link!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

Contract Type: FULL_TIME

Specialism: Banking & Financial Services

Focus: Operations

Industry: Call Centre and Customer Service

Salary: Negotiable

Workplace Type: On-site

Experience Level: Associate

Location: Taguig

Job Reference: 1GDWLZ-4A3E1A84

Date posted: 04 July 2024

Consultant: Roger Smyth

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