Budapest, Central Hungary, Hungary · Hybrid
What success looks like in this role: We are seeking a proactive and experienced Quality Coach to ensure consistent high-quality performance within our IT Service Desk. This role involves monitoring agent interactions, p…
Skills: Quality Coaching, IT Service Desk Support, Performance Monitoring, ServiceNow, Genesys
Whitpain Township, Pennsylvania, United States · On-site
What success looks like in this role: • Responds to and resolves higher level / more complex client and user operational issues. • Works with Enterprise Applications team members to define end-user requirements, function…
Skills: Observability, Monitoring, Python, PowerShell, Bash
United States · Remote OK
What success looks like in this role: Discovery & Assessment: Perform environment discovery, analyze configurations, and support transition and documentation activities.Solution Design & Architecture: Design database sol…
Skills: ClearPath OS2200, RDMS, DMS, SQL, Database Performance Tuning
United States · Remote OK
What success looks like in this role: Administer and support ClearPath OS2200 environments across installation, configuration, daily operations, and lifecycle management.Monitor system health, performance, availability, …
Skills: ClearPath OS2200, Mainframe Administration, TCP/IP Networking, Workload Automation, Storage Management
Canberra, Australia · On-site
What success looks like in this role: Provides day-to-day, frontline supervision of Field Engineers across an assigned territory and within specified client locations. Ensures team provides timely and effective client / …
Skills: Frontline Supervision, Field Engineering Operations, Client Support, Project Management, Performance Monitoring
Mexico, Chihuahua, Mexico · Remote Solely
What success looks like in this role: Transition Leadership & GovernanceLeads large, complex transition programs from contract signature through operational stabilization.Provides governance, risk management, and executi…
Skills: Transition Leadership, Governance, Risk Management, Stakeholder Management, Change Management
Ciudad de México, Mexico · On-site
What success looks like in this role: • Serves as Field Engineer for large, complex clients and across the range of company products and services. • Performs server and storage break and fix. • Performs VIP deskside supp…
Skills: Field Engineering, Server Break and Fix, Storage Break and Fix, VIP Deskside Support, Network Device Installation
Ciudad de México, Mexico · On-site
What success looks like in this role: • Serves as Field Engineer for large, complex clients and across the range of company products and services. • Performs server and storage break and fix. • Performs VIP deskside supp…
Skills: Field Engineering, Server Break and Fix, Storage Break and Fix, VIP Deskside Support, Network Device Installation
Kalinga, Philippines · On-site
What success looks like in this role: Receipt and control of documents that includes:Acknowledging receipt of document through the systemManual checking of documents to ensure that the information are complete and all do…
Skills: Document Control, Data Entry, Data Cleaning, Typing Accuracy, Computer Operation
Romblon, Romblon, Philippines · On-site
What success looks like in this role: Perform administrative tasks for frontline or backend operations which may include: •Data encoding •Transaction processing using applications software •Responding to customer inquiri…
Skills: Data Encoding, Transaction Processing, Customer Service, Typing Accuracy, Computer Operation
Mandaluyong, Metro Manila, Philippines · On-site
What success looks like in this role: • Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests. • Requests handled include support of…
Skills: Hardware Support, Software Support, Client Applications, COTS Applications, Network Administration
Serra Negra, São Paulo, Brazil · On-site
What success looks like in this role: Suporte aos usuários no atendimento em chamados de primeiro nível para hardware e software. Atender chamados por ferramentas de acesso remoto, chat ou e-mail; Instalar alguns tipos d…
Skills: Hardware Support, Software Installation, Network Configuration, Desktop Maintenance, Android Configuration
Pennsylvania, United States · Remote OK
What success looks like in this role: • Leads the planning, execution and delivery of complex projects, ensuring they meet business objectives. • Manages project budgets, ensuring delivery within financial constraints an…
Skills: Project Planning, Project Execution, Budget Management, Risk Mitigation, Client Relationship Management
Long Beach, California, United States · Remote OK
What success looks like in this role: Work with business leads and systems implementation partners to define database/data warehousing requirements and data interfaces Conduct data model reviews with project team members…
Skills: Data Modeling, SQL, NoSQL, Azure, AWS
Pennsylvania, United States · Remote OK
What success looks like in this role: • Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests. • Requests handled include support of…
Skills: Hardware Support, Software Support, Client Applications Support, COTS Applications Support, Network Administration
Pennsylvania, United States · Remote OK
What success looks like in this role: • Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests. • Requests handled include support of…
Skills: Hardware Support, Software Support, Client Applications Support, COTS Applications Support, Network Administration
Bangalore, Karnataka, India · On-site
What success looks like in this role: The Senior Director – GRC is a strategic leadership role responsible for Creating the vision for the GRC programClear understanding of the business and how the GRC function can be a …
Skills: GRC Strategy, Risk Management, Regulatory Compliance, Audit Oversight, Third-Party Risk Management
Pennsylvania, United States · Remote OK
What success looks like in this role: • Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests. • Requests handled include support of…
Skills: Hardware Support, Software Support, Client Applications Support, COTS Applications Support, Network Administration
São Paulo, São Paulo, Brazil · Remote OK
What success looks like in this role: Transition Leadership & Governance Leads large, complex transition programs from contract signature through operational stabilization. Provides governance, risk management, and execu…
Skills: Transition Leadership, Governance, Risk Management, Stakeholder Management, Change Management
Costa Rica · Remote Solely
What success looks like in this role: Transition Leadership & Governance Leads large, complex transition programs from contract signature through operational stabilization. Provides governance, risk management, and execu…
Skills: Transition Leadership, Governance, Risk Management, Stakeholder Management, Change Management
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The Quality Coach monitors IT Service Desk agent interactions and provides coaching to ensure high-quality performance and end-user experience. They are responsible for preparing quality reports, conducting calibration sessions, and implementing continuous improvement action plans.
Candidates must be fluent in German and have at least 2 years of IT Service Desk Level 1 experience. Proficiency in tools like ServiceNow, Genesys, and Power BI, along with a bachelor's degree, is preferred.
What success looks like in this role:
We are seeking a proactive and experienced Quality Coach to ensure consistent high-quality performance within our IT Service Desk. 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.
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.
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.
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.
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.
Hybrid working is supported
Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
Home office allowance
Private Health Insurance Generali Premium Package provided for all Unisys associates after 6-months tenure
Last and foremost, a great team, also a lot of learning and training opportunities
#LI-KB2
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.
Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com.
Offices: 801 Lakeview Drive, Blue Bell, Pennsylvania 19422, US · 10 b Madison Avenue Ext, Albany, New York 12203, US · Lot 93 & 94, ALOR SETAR, 05050, MY · 650 Great South Road, Greenlane, Auckland 1051, NZ · 1 Seventh Street, Augusta, Georgia 30901, US
Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com.
Offices: 801 Lakeview Drive, Blue Bell, Pennsylvania 19422, US · 10 b Madison Avenue Ext, Albany, New York 12203, US · Lot 93 & 94, ALOR SETAR, 05050, MY · 650 Great South Road, Greenlane, Auckland 1051, NZ · 1 Seventh Street, Augusta, Georgia 30901, US
