Customer Experience Coach & Learning Specialist

EXL Talent Acquisition Team; Pasay; On-site; PHP 279,000 - 614,000; Full time

Job summary

EXL Talent Acquisition Team in Metro Manila is seeking a Classroom Management/Quality Specialist to monitor agent calls and coach on customer experience behaviors, driving up-training initiatives.

You will develop training materials, deliver Foundation Skills Training, conduct interviews, analyze program data, and ensure confidentiality and compliance while fostering a positive work environment.

Qualifications

• Experience in contact center coaching and quality monitoring.
• Ability to develop training materials and deliver sessions.
• Knowledge of confidentiality and data security policies.
• Highly organized with attention to detail.

Responsibilities

• Monitor calls to identify coaching needs.
• Conduct one-on-one coaching to improve CX behaviors.
• Develop and deliver Foundation Skills Training.
• Assist with learning sessions for agents and supervisors.
• Analyze data to measure program effectiveness.
• Ensure compliance with policies and information security.
• Induct new hires about culture and roles.

Skills

Call monitoring

Coaching

Training delivery

Data analysis

Interviews

Confidentiality

Employee engagement

Job description

EXL Talent Acquisition Team in Metro Manila is seeking a Classroom Management/Quality Specialist to monitor agent calls and coach on customer experience behaviors, driving up-training initiatives.

You will develop training materials, deliver Foundation Skills Training, conduct interviews, analyze program data, and ensure confidentiality and compliance while fostering a positive work environment.