IT Quality Coach

Job Description:
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 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.

KPIs:
=>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.).

Requirements:
A home office set up that meets the following:
A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.
Stable internet connection with at least 5mbps download and upload.
A quality headset with noise cancellation feature for meetings.
A mobile phone that has the capacity to install the Microsoft Authentication app.
HD webcam
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/hr 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