Quality Analyst | Alabang

ibex; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

ibex in the Philippines seeks a Quality Coach to provide one-on-one feedback to advisors and collaborate with peers and team managers on best practices. The role involves evaluating a sample of calls and other customer interactions to ensure quality and adherence to client standards.

You will participate in client and management meetings and conference calls, contributing to continuous improvement in quality processes and advisor development.

Qualifications

• High School Diploma or GED is required.
• Preference for dual skill in mobile tech and general tech.
• Proven quality performance history in Quality Evaluation.
• Coaching experience preferred.
• Quality assessment experience preferred.
• Knowledge of adult learning techniques preferred.
• Understanding of inbound/outbound operations desired.
• Familiarity with feedback and coaching skills is desired.
• Prior knowledge of Program Strategy strongly desired.
• Drug screening and background check required.

Responsibilities

• Evaluating a random sampling of technical support calls and other customer contacts.
• Providing one-on-one feedback to advisors and interfacing with peers and managers on best practices.
• Participating in client and management meetings and conference calls.

Skills

Mobile tech

Quality performance

Coaching

Quality assessment

Adult learning

Inbound/Outbound

Feedback & coaching

Program strategy

Background check

Drug screening

Education

High School Diploma or GED

Job description

Overview

The Quality Coach is responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practice and advisor evaluations. Participates in Client and Management meetings and conference calls.

Responsibilities

Evaluating a random sampling of technical support calls, as well as other customer contact methods. Compliance to prescribed client project standards include but are not limited to: adherence to standards, accuracy, customer experience and contact handling efficiency. The Quality Coach is responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practice and advisor evaluations. Participates in Client and Management meetings and conference calls.

Qualifications

• High School Diploma or GED
• Preference of dual skill in both mobile tech and tech.
• Exceptional performance history in the area of Quality Performance
• Coaching experience preferred
• Previous quality assessment experience preferred
• Knowledge of adult learning techniques, preferred
• Understanding of Inbound/Outbound operations desired
• Familiarity with fundamental feedback and coaching skills is desired
• Prior knowledge of Program Strategy is strongly desired
• Written warnings within the last 6 months may be reviewed on a case by case basis.
• Drug Screening and Background check required.