Quality Coach

منذ 2 أيام
Cairo, AI Qahirah, مصر Extratik دوام كامل
● Monitors contacts to observe adherence to quality requirements and ExtraTik
policies and procedures

● Commit to the monitoring target

● Enhances the coaching process by using the recommended standards by sharing
the feedback based on monitoring

● Executes number of observations and feedback required per agent according to
ExtraTik standards

● Provides feedback to develop agents’ opportunities (either to their team leader
or after a side-by-side monitors)

● Collects data, and develop reports to address weekly, monthly and quarterly
basis error trends

● Attends and Participate in call calibration sessions following the up-to-date
guidelines and variance

● Observes potential inappropriate behaviors and provide real time alerts that are
followed with immediate actions taken

● Works closely with the training, and operations teams by sharing insights
through different channels to
develop and implement effective action plans to improve quality and related
metrics

● Follow ExtraTik Essential Compliance and regulation to avoid legal issues and
maintain the company’s reputation

● Conduct weekly coaching sessions to enhance agents' performance and address
errors identified through monitoring

● Send weekly reports to the operations team, including personalized feedback for
each agent and team bucketing to highlight outlier percentages

● Follow up on the quality improvement plan, providing timely feedback to the
operations and quality control leads regarding the outlier process

● Providing weekly reports with critical error percentages and non-critical

Requirements

● Strong background in sales techniques
● Bilingual in French and Italian; C1 in Spanish and German; B2 in English
● Quality coach, quality analyst, or any similar role experience is preferable
● Excellent communication and interpersonal skills
● Strong analytical and problem-solving skills
● Ability to provide constructive feedback and coaching
● Strong organizational and time management skills
● Detailed oriented and with a commitment to accuracy and quality

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