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 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 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.
- 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 - 8AM to 5PM Pacific Standard Time (PST) from Monday to Friday.
- Able to pass our online behavior and cognitive assessments.
- Able to provide NBI Clearance (for PH applicants).
Pay rate starts at $4.50/hour 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
You have the option to speed up your application process by following the two-step approach below or directly submitting your application by completing the form (Apply for This Job). Once you've submitted the form, a member of our team will promptly get in touch with you.
Step 1. Please find a good 15-minute quiet time for this Aptitude assessment: PRE-EMPLOYMENT ASSESSMENT
Step 2. Click on this link to start your pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW
Top Skills
What We Do
Intelligent Technical Solutions is your trusted business partner for all IT support and IT consultancy in Chicago, Detroit, Las Vegas, Los Angeles, Phoenix, and San Francisco.
Helping your business meet its goals is our top priority – it is what sustains and drives us. We use the next-generation security technology to help you stay protected and succeed by providing all the advantages of IT service and support while eliminating the high costs of managing IT in-house. Our service programs are designed and implemented based on a thorough inquiry and understanding of your unique business processes. Our devoted team of managed IT service engineers and support specialists monitor your networks and servers 24x7 with a proactive approach to managing your technology.
Intelligent Technical Solutions: Helping businesses thrive by managing their technologies.
We are growing! Be part of our team of cool, professional people.
Check out our openings today:
https://www.itsasap.com/job-openings
