Performance Coach for QA & CSAT Improvement

Jobtailor; Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

Jobtailor in Manila, Philippines, seeks a detail‑oriented QA Specialist to conduct monthly interaction reviews across calls, chats, and emails, and audits for agent certification. You will document findings, track CSAT/FCR trends, and provide actionable coaching recommendations to improve quality and performance.

The role requires a Bachelor’s degree, at least 2 years in customer support or quality roles, strong communication and analytical skills, and proficiency with MS Office, CRM tools, and

Qualifications

• Bachelor’s Degree holder.
• At least 2 years of experience in Customer Support, Coaching, Quality, Operations Support, or a related function.
• Experience coaching agents or supporting performance improvement plans is preferred.
• Experience reviewing calls, chats, emails, or customer support transactions.
• Strong written and verbal communication skills.

Responsibilities

• Complete required monthly interaction reviews across calls, chats, and emails.
• Conduct audits for agent certification, recertification, and readiness validation.
• Review customer interactions, assessments, coaching records, and process adherence for certification decisions.
• Document audit findings, quality observations, gaps, risks, and recommendations accurately.
• Complete and upload daily close-loop analysis of CSAT, FCR, and VOC survey results.

Skills

Coaching

Analytical thinking

Attention to detail

Stakeholder management

Time management

Verbal communication

Written communication

Education

Bachelor’s Degree

Tools

MS Office

CRM tools

Coaching Manager

QMA

NICE CXone

Dashboards

Job description

Jobtailor in Manila, Philippines, seeks a detail‑oriented QA Specialist to conduct monthly interaction reviews across calls, chats, and emails, and audits for agent certification. You will document findings, track CSAT/FCR trends, and provide actionable coaching recommendations to improve quality and performance.

The role requires a Bachelor’s degree, at least 2 years in customer support or quality roles, strong communication and analytical skills, and proficiency with MS Office, CRM tools, and