Staff Coach - Training and Quality Specialist

Duties and Responsibilities:

- Handles new account implementation (Staff Delivery)
- Tracks targets vs. client staff performance
- Provides staff key updates in client reporting
- Assesses overall staff performance
- Obtains staff client satisfaction rating
- Identifies and mitigates risk
- Identifies performance gaps and handles staff performance evaluation
- Performs root cause analysis (RCA) and creates SMART goals for staff performance development
- Motivates staff members to perform to the best of their abilities
- Creates development plans for staff growth to achieve staff retention
- SOD/EOD Staff Reports Analysis
- Task Allocation Breakdown Analysis
- Designs performance improvement plans (PIP)
- Updates coaching logs and identifies focus areas
- Develops and maintains a staff coaching repository
- Collaborates with cross-functional teams to achieve client success through staff performance coaching and staff retention
- Overall responsible for staff retention through performance coaching in collaboration with the Client Delivery, and Data Analytics & Governance Teams (Service Delivery Dept.)
- Provide actionable feedback and support staff enrolled in Performance Improvement Plans (PIPs).
- Track performance metrics, including attendance, productivity, and engagement, using the RAG (Red, Amber, Green) system.
- Ensure accurate and timely updates of CRM data and compliance with activity logs.
- Collaborate with clients and internal teams to include coaching-related insights in Monthly Business Reviews (MBR).

Qualifications:

- At least 2 years of experience in staff coaching and training
- College Graduate, Bachelor’s Degree in Psychology, Sociology, Business, or any related or similar field preferred
- Training & Development experience preferred
- Admin and/ or operations background preferred
- Team leader experience is preferred
- Coaching certification is a plus
- Experience in working with C-level executives is preferred
- Experience in a similar industry preferred
- Leadership skill
- Excellent communicator
- Team-player
- Receptive to feedback; not sensitive
- Pleasant personality
- Familiar with root cause analysis and performance improvement planning (problem-solving skills)
- High analytical and critical-thinking skills

Benefits:

- Full-time job in an actively growing company
- Work Monday-Friday, 4 PM to 1 AM or 5 AM to 2 PM PH time (schedule could change depending on business needs)
- Competitive take-home salary of Php35-40,000