Customer Experience Training & Quality Coach

ExlService Holdings, Inc.; Manila; On-site; PHP 334,800 - 669,600; Full time

Job summary

ExlService Holdings, Inc. in Manila is seeking a Classroom Management/Up-training professional to monitor calls, identify coaching needs, and develop soft-skill training for customer experience teams.

This role involves conducting one-on-one coaching, delivering Foundation Skills Training, and collaborating with leadership to measure program effectiveness while maintaining confidentiality and complying with policies.

Qualifications

• Monitor agent calls to identify learning needs and coaching opportunities.
• Conduct one-on-one coaching to develop or enhance customer experience behaviors.
• Deliver Foundation Skills Training (FST) when needed.
• Assist CE teams in learning initiatives while maintaining confidentiality.

Responsibilities

• Conduct learning sessions on customer experience for agents and support (Ex. AMs).
• Help gather, measure and analyze data to gauge CE project effectiveness.
• Conduct agent interviews to gauge service orientation and trainability.

Job description

ExlService Holdings, Inc. in Manila is seeking a Classroom Management/Up-training professional to monitor calls, identify coaching needs, and develop soft-skill training for customer experience teams.

This role involves conducting one-on-one coaching, delivering Foundation Skills Training, and collaborating with leadership to measure program effectiveness while maintaining confidentiality and complying with policies.