â Monitors contacts to observe adherence to quality requirements and ExtraTik
policies and procedures
â Commit to the monitoring target
â Enhances the coaching process by using the recommended standards by sharing
the feedback based on monitoring
â Executes number of observations and feedback required per agent according to
ExtraTik standards
â Provides feedback to develop agents’ opportunities (either to their team leader
or after a side-by-side monitors)
â Collects data, and develop reports to address weekly, monthly and quarterly
basis error trends
â Attends and Participate in call calibration sessions following the up-to-date
guidelines and variance
â Observes potential inappropriate behaviors and provide real time alerts that are
followed with immediate actions taken
â 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
â Follow ExtraTik Essential Compliance and regulation to avoid legal issues and
maintain the company’s reputation
â Conduct weekly coaching sessions to enhance agents' performance and address
errors identified through monitoring
â Send weekly reports to the operations team, including personalized feedback for
each agent and team bucketing to highlight outlier percentages
â Follow up on the quality improvement plan, providing timely feedback to the
operations and quality control leads regarding the outlier process
â Providing weekly reports with critical error percentages and non-critical
Requirements
â Strong background in sales techniques
â Bilingual in French and Italian; C1 in Spanish and German; B2 in English
â Quality coach, quality analyst, or any similar role experience is preferable
â Excellent communication and interpersonal skills
â Strong analytical and problem-solving skills
â Ability to provide constructive feedback and coaching
â Strong organizational and time management skills
â Detailed oriented and with a commitment to accuracy and quality
