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