Quality Coach

● Monitors contacts to observe adherence to quality requirements and Extra. Tik 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 Extra.

Tik 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 Extra.

Tik 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