Remote Quality Coach

Summary

Join our team as a Quality Coach and guarantee 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.

Requirements

• 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

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

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