About Get2Work. Get2Work builds and runs offshore teams for operators, not a marketplace and not a call center. You are hired by us, trained in our academy, and placed on a dedicated client account with real management, QA and a path to grow. We are the employer of record, so you get a real job, real benefits and a real floor.
Job Specifications
Department: Customer Experience
Employment type: Full-time
Work setup: On-site at a Get2Work hub (Manila, Cebu or Yerevan)
Experience level: Mid
Employer: Get2Work (we are your employer of record)
Job Summary: AI-assisted scoring on every interaction, targeted coaching.
Key Responsibilities:
- Score interactions with AI assistance across every channel
- Run calibration sessions and targeted coaching
- Spot trends and feed them to training and the client
- Maintain scorecards and audit trails
Working with AI: Every agent works alongside AI copilots. You will not be replaced by them, you will be faster and cleaner because of them.
- Use AI reply assistants and knowledge copilots to draft and speed up responses, then edit for accuracy and brand voice
- Write clear prompts to pull the right answer from the knowledge base
- Review AI drafted replies and catch hallucinations before they reach the customer
- Use AI to score 100 percent of interactions, then review the flags a human must judge
- Turn AI trend analysis into specific coaching
Competencies:
- Clear, empathetic written and spoken communication
- Patience and composure under pressure
- Ownership of the customer outcome, not just the ticket
- Attention to policy, detail and accuracy
- Coachability and a drive to hit quality and speed targets
Skills:
- Native or near-native English
- Typing speed of 40 words per minute or higher
- Comfort with helpdesk and CRM tools
- Ability to follow scripts and know when to go off them
Tools you will use: QA platforms (MaestroQA, Playvox) and AI interaction scoring
Education: Bachelor degree in a related field, or equivalent proven experience.
Work Experience: Three to five years in the function, ideally in a client or agency setting.
Key Performance Indicators:
- CSAT and quality (QA) scores
- First contact resolution
- Average handle time and response time
- Adherence and attendance