Senior Learning & Quality Coach

International SOS (Phils.), Inc.; Pasig; On-site; PHP 480,000 - 720,000; Full time

Job summary

International SOS (Phils.), Inc. in Ortigas, Pasig is seeking a Senior Learning & Development Specialist to support service excellence through quality assurance, training, and coaching initiatives.

You will monitor quality across calls, cases, and interactions, drive improvements, and collaborate with Operations, Learning & Development, and leadership to enhance customer satisfaction. The role emphasizes audits, reporting, and coaching with a focus on NPS-driven quality metrics and compliance

Qualifications

• Bachelor's degree or equivalent work experience.
• At least 2 years in Quality Assurance within customer service, contact center, healthcare, logistics, or related environment.
• Experience conducting call audits, case reviews, and process quality checks.
• Strong analytical and reporting skills.
• Excellent verbal and written English communication.
• Proficient in Microsoft Office applications.
• Coaching or training experience is an advantage.
• Knowledge of NPS and customer satisfaction measurement preferred.

Responsibilities

• Conduct quality audits of calls, cases, emails, and customer interactions.
• Monitor and evaluate service quality performance against established standards.
• Provide feedback, coaching recommendations, and improvement plans to team members and managers.
• Investigate customer and client inquiries and support issue resolution.
• Coordinate quality reviews, calibration sessions, and performance discussions.
• Prepare and deliver monthly quality and performance reports.
• Monitor customer satisfaction and Net Promoter Score (NPS) results.
• Identify trends, recommend process improvements, and support quality initiatives.
• Ensure compliance with internal and external quality standards and audit requirements.
• Collaborate with Operations, Learning & Development, and leadership teams to improve service delivery.
• Support special projects and other business requirements as needed.

Skills

Quality Assurance

Call Audits

Data Analysis

Reporting

English Communication

MS Office

Coaching/Training

NPS Knowledge

Education

Bachelor's degree or equivalent

Tools

MS Office

Excel

PowerPoint

Word

Outlook

Job description

International SOS (Phils.), Inc. in Ortigas, Pasig is seeking a Senior Learning & Development Specialist to support service excellence through quality assurance, training, and coaching initiatives.

You will monitor quality across calls, cases, and interactions, drive improvements, and collaborate with Operations, Learning & Development, and leadership to enhance customer satisfaction. The role emphasizes audits, reporting, and coaching with a focus on NPS-driven quality metrics and compliance