QA Coach: Elevate Frontline Excellence (Hybrid)

Emapta; Metro Manila; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

HMO coverage

Salary package

Hybrid work

Office in Ortigas

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Employee referrals

Annual leave

Job summary

Emapta is seeking a Quality Assurance Coach to elevate customer service excellence in Australia's property sector. You will coach frontline teams, drive quality standards, and collaborate with global leaders in a hybrid Ortigas-based role.

The position offers mentorship, career growth, and access to Emapta Academy for ongoing upskilling, with day shifts and a competitive salary package.

Qualifications

• More than 5 years of experience in customer service, contact center operations, quality assurance, coaching, training, or learning and development.
• Proven experience in one-on-one coaching, side-by-side feedback, and practical frontline performance support.
• Experience in delivering training programs, workshops, team huddles, onboarding sessions, and refresher courses.
• Experience in supporting new hires through onboarding, nesting, and transition-to-production activities.
• Strong understanding of customer interactions and service quality standards across voice, email, chat, and digital channels.

Responsibilities

• Provide regular side-by-side and one-on-one coaching based on quality reviews, customer feedback, performance data, and observed behaviors.
• Deliver timely, specific, and constructive feedback to reinforce strengths and establish clear improvement actions.
• Coach frontline team members on the practical application of customer support standards, policies, procedures, systems, and processes.
• Assist team leaders and senior colleagues with coaching plans, performance conversations, and follow-up actions.
• Observe customer interactions and operational practices to identify coaching opportunities beyond quality evaluation scores.
• Provide frontline support during operational changes, new product releases, process updates, and other business priorities.
• Monitor agreed coaching actions and assess the sustainability of performance improvements.

Skills

Coaching & feedback

Quality assurance

Customer service

Training & development

Communication

Tools

CRM

Quality mgmt systems

LMS

Job description

Emapta is seeking a Quality Assurance Coach to elevate customer service excellence in Australia's property sector. You will coach frontline teams, drive quality standards, and collaborate with global leaders in a hybrid Ortigas-based role.

The position offers mentorship, career growth, and access to Emapta Academy for ongoing upskilling, with day shifts and a competitive salary package.