remote Quality coachIntelligent Technical Solutions

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 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 Characteristics:
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.
Job Requirements:
A home office set up that meets the following:
A working computer (minimum 8gb RAM), i5, Windows10, MacOS BigSur 11
Stable internet connection (at least 5mbps download and upload)
HD webcam/camera
A quality headset with noise cancellation feature for meetings
A 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 - 9AM to 6PM Pacific Standard Time (PST) from Monday to Friday
Able to pass our online behavior and cognitive assessments.
Able to provide NBI Clearance (eventually)
Work from Home
Paid Holidays
Medical / Health Insurance
Medical, Prescription, Dental, or Vision Plans
Life Insurance
Entry Level / Junior, Apprentice IT and Software Information Technology / IT 1 opening Bachelor's degree graduate
Intelligent Technical Solutions is a managed service provider who's been in business for over 15 years. With more than 70 team members in Nevada, California, Arizona, India, and the Philippines, we serve some of Las Vegas, Pasadena, and Phoenix's finest companies, with industries including architecture, finance, law, medicine, and manufacturing. We've been repeatedly noticed by our peers as one of the fastest-growing managed service providers and small businesses in the country.ITS provides IT Support for Small and Medium Sized Businesses in Las Vegas / Henderson NV. Computer Repairs, Server Maintenance, Data Backup, IT Consulting, Firewall Sales, Software Installation, Disk to Disk Back, Microsoft Certified Partner, Dell Partner, Sonicwall Dealer. Computer Services in Las Vegas and Henderson, NV.
Kalibrr

Quezon City, Metro Manila
Permanent
Full-time