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Unisys
Quality Coach
Quality Coach at Unisys (Mandaluyong) - Monitor Service Desk interactions, coach agents, drive quality initiatives & continuous improvement. Requires 2+ yrs SD experience, ITIL cert, Bachelor's degree.
Consulting
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Service Portal
ServiceNow Certifications (nice to have):
Job description
Posted on:
October 27, 2025
As a Quality Coach, you will monitor Service Desk agent interactions, coach team members, and drive quality initiatives to enhance End User Experience. You will also prepare reports and quality indicators, and implement continuous improvement action plans.
Requirements
- Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets
- Provide input for Knowledge Article updates and recommend other improvement suggestions
- Prepare reports and quality indicators, provide Quality results to Service Desk Leadership members, and implement continuous improvement action plans for enhancing End User Experience
- 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 IT Service Desk Level 1 experience, Bachelor's degree in any field, ITIL foundation certified
