Quality Coach

What success looks like in this role: This role involves monitoring agent interactions, providing timely coaching, and driving continuous improvement initiatives to enhance the end-user experience. The Quality Coach will collaborate closely with Service Desk leadership, training, knowledge management, and operations teams, preparing quality reports and delivering actionable insights. This role may also involve client interactions and active participation in quality initiatives. Key Responsibilities Advise and assist end users via telephone, email, or chat to resolve hardware, software, network, and peripheral issues. Monitor Service Desk agent interactions and related tickets, ensuring timely and effective coaching to improve performance. Provide onboarding support for new associates, including system access, laptop/desktop configuration, and security clearances. Document service requests and dispatch orders to appropriate support groups for resolution. Contribute to Knowledge Article updates and recommend process improvements. Prepare and present quality indicators, reports, and business presentations (WBR/MBR) to Service Desk leadership. Implement continuous improvement action plans to enhance the end-user experience. Conduct calibration sessions with agents and staff to align on call guidelines and quality metrics. Collaborate with Knowledge, Training, Quality, and Operations teams to drive results. Participate actively in quality initiatives, team objectives, and ensure high-quality execution of the Quality Process. Handle escalations efficiently and keep stakeholders informed. You will be successful in this role if you have: Languages: German (mandatory); additional languages are an advantage. Experience: Minimum 2+ years of IT Service Desk Level 1 experience. Education: Bachelor’s degree in any field preferred. Technical Skills: Understanding of IT Service Desk Level 1 support processes. Knowledge of Service Desk tools and applications (ServiceNow, Genesys, Power BI). MIS reporting, trend analysis, and analytics. Experience with sentiment analysis, speech/text analytics, and quality assurance with AI. Able to create and update reports, interpret data, and identify trends. Core Competencies: Strong verbal and written communication skills in English and applicable languages. Coaching and mentoring abilities to drive agent performance. Highly resourceful, self-driven, and proactive with a strong sense of ownership. Growth mindset with curiosity about improving processes and the working environment. ​ Why Unisys? Hybrid working possibilities within real & practiced customer-centricity as well as employee diversity The individual counts at Unisys - be a trusted team member and have supportive supervisors Inclusion & Ethics - Work in an ethical company culture where you can be yourself Be part of our internal career development programs (variety of technologies, continuous personal career growth) Unisys university - unlimited access to our online training tool to improve your soft skills and technical capabilities Industry leading 15 week onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week – client training (potentially non-mandatory)) Life insurance – 200% of salary covered Private health insurance - comprehensive outpatient cover (with option to cover partner/family at own cost) Sports Card – can be used for gym memberships among other health and wellness offerings PPK - 1,5% sponsorship, starting after 3 month probation period Paid holidays (< 10 years of employment service: 20, >10 years of employment service: 26 days) Surplus payments for non-standard shifts (weekend, night, holidays) Competitive salary and company bonus within an unlimited work contract Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here .