Extratik

Quality Coach

Extratik  •  Cairo, EG (Onsite)  •  2 months ago
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Job Description


● 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
Extratik

About Extratik

Our mission is to empower the health, technology, marketing, and tourism sectors with cutting-edge, integrated solutions tailored to their unique needs. By leveraging our rich experience and expertise, we aim to enhance operational efficiency and drive growth for our partners across various industries. Our commitment is to continually evolve, harnessing technology to meet the dynamic demands of businesses and ensuring our partners are always at the forefront of technological advancements. Extratik is one of the most dynamic and regionally recognized digital transformation and marketing agencies, offering a wide range services with the approach of presenting intelligent and creative digital transformation & digital marketing services including but not limited to Voice Over IP, ERP, Website development, Mobile Apps, Social Media Marketing, SEO, Content Writing, much more.

Our vision at Extratik is to be a global leader and pioneer in the realm of technology infrastructure solutions. As we continue to grow and evolve, our goal is to revolutionize large business operations by offering innovative solutions that not only meet but exceed the expectations of our clients. We aspire to set new benchmarks in the technology sector, ensuring seamless integration and exceptional service delivery across health, technology, marketing, and tourism industries.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Istanbul, TR
Year Founded
2018
Website
extratik.com
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