Quality Coach

• 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