R
RelxPerformance Coach
Manilaonsite
Posted 3 days ago · via Workday
About this role
Accountabilities: Complete required monthly interaction reviews across calls, chats, and emails. Conduct audits for agent certification, recertification, and readiness validation. Review customer interactions, assessments, coaching records, and process adherence for certification decisions. Document audit findings, quality observations, gaps, risks, and recommendations accurately. Complete and upload daily close-loop analysis of CSAT, FCR, and VOC survey results, including Extremely Dissatisfied, Dissatisfied, Neutral, FCR 2, FCR 3, and Not Resolved responses. Prepare Month-to-Date CSAT and FCR reports for Operations Leadership. Identify top CSAT detractors, non-FCR drivers, process gaps, and customer pain points.…
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
We compare your skills against the role requirements.
2
Level fit
We check your title trajectory against the seniority signal of the role.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is based in Manila. We weight your proximity and willingness to relocate.
Score yourself on this role.
Free · no card · written explanation included