Quality Assurance Coach | Hybrid | Ortigas | Day Shift | Day 1 HMO

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

Your Coaching Expertise Can Redefine Customer Excellence Across Australia's Property Industry

Millions of property searches create millions of opportunities to earn customer trust.

Bring your quality assurance expertise to Australia's evolving property technology industry, where consistent service excellence supports customer loyalty and business growth. As a Quality Assurance Coach, influence frontline capability and operational standards while gaining global exposure, professional mentorship, and career development through Emapta alongside top 1% talent.

Job Overview

• Employment type: Full-time
• Shift: Day Shift, Consecutive Days Off
• Work setup: Hybrid, SM Mega Tower, Ortigas

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• PHP 3,000 de minimis allowance
• Day Shift Schedule
• Hybrid work arrangement
• Prime office location in Ortigas (easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with a minimum of 6 months of company tenure)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms in Ortigas and Makati, with a complimentary physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leave credits to use at your discretion, including 5 credits convertible to cash
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Professional Experience & Customer Service Expertise

• 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

Quality Assurance & Performance Analysis

• Ability to interpret quality assurance results, customer feedback, and performance metrics to identify coaching and training opportunities
• Strong analytical and problem-solving skills to translate performance insights into practical improvement actions
• Strong attention to detail, organizational skills, and consistent follow-through

Coaching, Facilitation & Communication Skills

• Excellent English communication, facilitation, and presentation skills
• Strong active listening skills, empathy, and confidence in delivering constructive performance feedback
• Ability to explain, demonstrate, and reinforce customer service standards, policies, procedures, and best practices
• Ability to establish trusted professional relationships with frontline team members, team leaders, and senior stakeholders

Technical Proficiency & Professional Competencies

• Proficiency in customer relationship management (CRM), quality management, learning management, and internal operational systems
• Practical, solutions-focused mindset with the ability to adapt to changing business priorities
• Strong collaboration skills and resilience in a fast-paced customer service environment

Your Daily Tasks

On-the-Ground Coaching

• 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.

Training & Capability Development

• Collaborate with the Capability team to deliver onboarding, refresher, and targeted development sessions.
• Support new hires through transition-to-production activities, including observation, guided practice, and coaching.
• Develop and adapt instructional materials, coaching guides, practical examples, exercises, and job aids in partnership with the Capability team and operational stakeholders.
• Translate quality trends, recurring errors, customer feedback, and process changes into targeted development interventions.
• Facilitate team huddles, workshops, skill development sessions, and focused performance improvement activities.
• Apply demonstrations, role-play exercises, guided practice, and feedback to address diverse development needs.
• Evaluate program effectiveness through follow-up observations, quality results, and stakeholder feedback.

Quality Reinforcement & Operational Partnership

• Collaborate with the Quality Assurance Lead to review quality findings, calibration outcomes, and priority improvement areas.
• Communicate quality expectations, standards, and process changes clearly and consistently across Global Business Services (GBS) operations.
• Participate in calibration sessions to strengthen alignment on quality standards and customer support expectations.
• Provide frontline insights to refine quality scorecards, coaching guidelines, instructional materials, and operational processes.
• Identify recurring knowledge gaps, process issues, system limitations, and capability concerns, and elevate them through appropriate channels.
• Support quality improvement initiatives and action plans, monitor implementation, and report progress.
• Maintain accurate records of coaching sessions, session attendance, capability development actions, and follow-up outcomes.
• Demonstrate organizational values and promote a customer-focused, inclusive culture of continuous improvement.

Performance Outcomes & Continuous Improvement

• Ensure consistent, timely, and practical coaching to strengthen frontline service performance.
• Support new hires through effective onboarding, nesting, and transition to independent performance.
• Align development interventions with identified quality, customer experience, process, and capability needs.
• Strengthen frontline confidence and consistency in the application of customer support standards and procedures.
• Translate quality findings into observable behavioral improvements across customer service operations.
• Monitor coaching actions to ensure sustained performance improvements.
• Strengthen collaboration and alignment among Quality Assurance, Operations, and Capability teams.
• Apply frontline feedback to improve instructional effectiveness, operational processes, and overall customer experience.

About the Client

Our client operates one of Australia's leading digital property marketplaces, connecting millions of Australians with residential and commercial properties. They provide property listings, rental searches, market insights, property valuations, and advertising solutions for real estate professionals. Through innovative digital platforms and data-driven tools, they help buyers, sellers, renters, investors, and agents make informed property decisions. Their commitment to technology, customer experience, and continuous innovation supports Australia's evolving real estate industry while making property searches and transactions more accessible and efficient.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.