Payroll Services Client Experience Coach

adpinternalcareers; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

MAS is seeking a Service Coach to lead the ongoing development and adoption of a high-quality service culture across associates, impacting client experience across MAS functions. The role includes evaluating calls, analyzing client interactions, and delivering customized coaching programs to improve behavior and service delivery.

You will collaborate with managers on development plans, drive calibration activities, and support client experience transformation initiatives through coaching and

Qualifications

• Experience coaching and developing staff in service quality.
• Ability to analyze client interactions and identify improvements.
• Strong collaboration with managers on development plans.

Responsibilities

• Evaluate calls and client interactions to monitor quality.
• Stay updated on trends in client experience and reinforce positive behaviors.
• Own data gathering, trend analysis, and reporting on client experience performance.
• Lead initiatives through coaching, training, and performance development.
• Partner with managers on associates' development plans for quality client experience.
• Oversee Rewards & Recognition program ownership.

Skills

Coaching

Client experience

Data analysis

Training delivery

Soft skills

Job description

MAS is seeking a Service Coach to lead the ongoing development and adoption of a high-quality service culture across associates, impacting client experience across MAS functions. The role includes evaluating calls, analyzing client interactions, and delivering customized coaching programs to improve behavior and service delivery.

You will collaborate with managers on development plans, drive calibration activities, and support client experience transformation initiatives through coaching and