Quality Coach (International)

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 include monitoring calls and tickets, providing timely feedback and coaching to Techs, and assessing Tech performance by identifying historical trends through NPS and straightforward QA data analysis. You will conduct calibration sessions to ensure process alignment, provide structured and timely recommendation through verbal and/or written feedback to managers and team leaders, send 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.