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Quality Coach (International)
Quality Coach (International)Intelligent Technical Solutions • Buffalo, NY, US
Quality Coach (International)

Quality Coach (International)

Intelligent Technical Solutions • Buffalo, NY, US
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  • [job_card.full_time]
[job_card.job_description]

Quality Coach (International)

As a Quality Coach here at Intelligent Technical Solutions you are responsible for guaranteeing the quality of service provided by our technician. Your duties include providing calibration sessions to ensure process alignment and you will provide structured and timely recommendation to our managers and team leaders.

Job Responsibilities

  • Monitors calls and tickets.
  • Provides timely feedback and coaching to Techs.
  • Assesses Tech performance by identifying historical trends through NPS and straightforward QA data analysis.
  • Conduct calibration sessions to ensure process alignment.
  • Provides structured and timely recommendation through verbal and / or written feedback to managers and team leaders.
  • Sends emails with week's QA results including areas for improvement and meets weekly for discussion on QA results.
  • Collaborates with TLs on Techs' performance.
  • Develop and conduct team QA refresher to address QA deficiencies and / or improvement opportunities.
  • Performs other similar and related duties as required or instructed.

Job KPI's

  • =36 call recordings audited / week
  • =36 technicians coached / given feedback / week
  • =90% Calibration Score
  • At least 1 IDP completion per quarter (training, certification, etc.)
  • 80% timely completion of Rocks / Rock milestones.
  • Ad hoc projects

    • Job Qualifications

  • Proficient in the use of MS Office applications, especially MS Excel.
  • Has at least 2 years working experience in QA.
  • Excellent verbal, written, interpersonal, analytical and organizational skills.
  • Experience in technical support accounts is preferred.
  • Experience in reporting and analysis is preferred.

    • Requirements

  • A home office set up that meets the following :
  • Computer : A working computer with a minimum of 8GB RAM and one of the following :
  • Windows 11 with an Intel i5 or i7 (8th generation or newer), or
  • AMD Ryzen 5 or 7 (2000 series or newer), or
  • macOS 12 or newer.
  • Internet : Stable internet connection with at least 5 Mbps download and upload speeds.
  • Audio Equipment : A quality headset with a noise-cancellation feature for meetings.
  • Mobile Device : A smartphone capable of installing the Microsoft Authenticator app.
  • Webcam : An HD webcam for video calls.
  • A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
  • Excellent command of the English language both spoken and written
  • Able to work full time 40 hrs. a week : 8 : 00 AM to 5 : 00 PM PST (Monday to Friday)
  • Able to pass our online behavior and cognitive assessments.
  • Able to provide NBI Clearance (for PH applicants).

    • Compensation

    Pay rate starts at $4.50 / hour and vary by experience and location.

    Benefits

  • Paid US Holiday
  • Night Shift Bonus
  • Paid Time Off (15 Vacation Days per year)
  • Comprehensive Health Plans / HMO (Employee & Dependent / s)
  • Life and Accident Insurance
  • Accident and Disability Coverage
  • Company-paid training and certification
  • Health & Wellness Program
  • Dental & Vision
  • Salary Advancement

    • You have the option to speed up your application process by following the two-step approach below or directly submitting your application by completing the form. Once you've submitted the form, a member of our team will promptly get in touch with you.

    Step 1 . Please find a good 15-minute quiet time for this Aptitude assessment :

    PRE-EMPLOYMENT ASSESSMENT

    Step 2 . Click on this link to start your pre-recorded video interview :

    PRE-RECORDED VIDEO INTERVIEW

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