.svg)
Unisys
Quality Coach
Quality Coach at Unisys (Mandaluyong): Monitor Service Desk interactions, coach agents, enhance user experience, drive continuous improvement. Requires 2+ yrs exp, Bachelor's, ITIL Foundation cert.
Consulting
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Service Portal
ServiceNow Certifications (nice to have):
Job description
Posted on:
November 11, 2025
As a Quality Coach, you will perform monitoring on Service Desk agent interactions, provide coaching and training, and prepare reports to enhance End User Experience. You will also collaborate with other teams and drive results through continuous improvement action plans.
Requirements
- Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets
- Coach designated agents in the team timely and effectively
- Provide input for Knowledge Article updates and recommend other improvement suggestions
- Prepare reports and quality indicators
- Collaborate with Knowledge, training, Quality and Operation to drive results
- Conduct sessions with Service Desk agents and staff members to calibrate on call guidelines and discuss on Quality Metrics
- May involve Client interaction and activities
- SD basic technical troubleshooting experience
- Demonstrated awareness of industry best practices in Quality Assurance and proficiency in leveraging market-relevant technologies to ensure high standards of product quality
Requirements Summary
2+ years of relevant experience, Bachelor's Degree, ITIL foundation certified
