Quality Coach

2 weeks ago

Manila, National Capital Region, Philippines Intelligent Technical Solutions Full time ₱18,480 per year

Job DescriptionAs 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 ResponsibilitiesMonitors 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=>20 call recordings audited/week.=>20 technicians coached/given feedback/week.3 days TAT coaching/feedback.100% completion of EOD QA report.100% of EOM QA report.=>2 calibration sessions with team/team leaders/managers.End of month QA report.At least 2 IDP completion per FY (training, certification, etc.).Job QualificationsProficient 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.RequirementsA home office set up that meets the following:A working computer (minimum 8gb RAM), i5, Windows10, MacOS BigSur 11Stable internet connection (at least 5mbps download and upload)HD webcam/cameraA quality headset with noise cancellation feature for meetingsA mobile phone that has the capacity to install the Microsoft Authentication app.A very strong cultural fit the ITS way (Our core values will be discussed during the interview).Able to work full time 40 hours a week - 8AM to 5PM Pacific Standard Time (PST) from Monday to Friday.Able to pass our online behavior and cognitive assessments.Able to provide NBI Clearance (for PH applicants).CompensationPay rate starts at $4.50/hour and vary by experience and location.BenefitsPaid US HolidayNight Shift BonusPaid Time Off (15 Vacation Days per year)Comprehensive Health Plans / HMO (Employee & Dependent/s)Life and Accident InsuranceAccident and Disability CoverageCompany-paid training and certificationHealth & Wellness ProgramDental & VisionSalary AdvancementYou 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 (Apply for This Job). 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 ASSESSMENTStep 2. Click on this link to start your pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW

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