Quality Coach (QA)

At Activus Connect, we believe that our team works with us, not for us. Our goal is to find the very best talent who loves what they do, driving performance above all expectations. Our Smart Virtual™ solution offers flexibility and growth opportunities that you just don't get from a brick-and-mortar office environment. While this position is temporary, it serves as a great opportunity to learn about Activus Connect, to apply for any number of additional roles within our growing organization after this project is completed and to grow with us. : JOB DESCRIPTION :
At Activus Connect, we are a team that operates on the simple principals of mutual accountability, reliability, and dependability. In order to be part of the team, we must be able to rely on you and that starts with being at work on time, consistently doing your best, and taking pride in the work you perform.
As a Quality Coach, you will be responsible for assessing the quality of Ambassadors who interact with our existing and potential customers. The QA will monitor inbound and outbound calls and assess agents’ performance based on the QA guidelines for each project. Quality Coaches are responsible for delivering feedback and coaching to our Ambassadors and ensuring that Operation Managers and supervisors are aware of the evaluation and feedback.
This role is that in which you will be relied upon by those that truly need your help being the absolute best Ambassadors that they can become. Quality Coaches are key to ensuring the delivery of a premium solution for our clients. Are you up for the challenge?

DUTIES & RESPONSIBILITIES :

• Make recommendations for enhancements to training materials as needed.

• Monitor and evaluate Ambassadors using the Quality Guidelines for each project. Quality Coaches will have daily, weekly and monthly goals for the number of evaluations and feedback sessions that need to be conducted.

• Quality Coaches will provide feedback to the Ambassador directly, ensuring that Operations Managers and Supervisor are aware and involved in the continued development of each Ambassador.

• Participates with the Quality Manager in the design of call monitoring templates and quality standards/scorecards.

• Performs call monitoring and provides trend data to the Quality Manager, Operations Manager, and Supervisors.

• Participates in call calibrations to identify any problem areas and set clear call expectations.

• Coach Ambassadors on strengths and areas of opportunities to focuses on and areas of opportunity to improve Ambassadors’ performance.

KEY COMPETENCIES :

• Excellent organization skills and ability to multi-task in a fast-paced environment.

• Well-developed oral and written communication skills.

• Excellent judgment and problem-solving skills.

• Strong computer and software skills; proficient in Microsoft Office: Excel and Word.

• Strong attention to detail.

• Basic skills in interpreting reports, analyzing data

• Ability to work independently or with minimal supervision.

QUALIFICATIONS FOR THE JOB :

• Education: Must have a High School Diploma or equivalent

• Experience:

• 1-3 years Quality Assurance experience in the area of Call/Service Center for Inbound/Outbound Calls

• 1-3 years of experience in coaching and development

• Must be proficient in reading and speaking English

• Experienced at writing qualification and validation of work, coaching, and training.

• You will need some flexibility in your schedule

• Minimum of 2 days off per week

• Schedule on average of 8 hours per day, based on our client's needs

• This is not an occasional work assignment, you will be provided a defined shift and you must be able to commit to a defined shift

• Ability to commit to paid online training: Dates to be determined.

TECHNICAL REQUIREMENTS :

• Desktop or laptop (Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook and Android systems are NOT compatible)

• Operation system: Windows 10 or Mac OS Mojave or Newer

• Processor speed: Dual Core 2 GHz or better

• RAM: 4gb or better

• Hard Drive: 20gb or better

• All peripherals must be wired (wireless keyboard, wireless mouse, or wireless headset are NOT allowed)

• Must have reliable high-speed internet

• 20MB download

• 10MB upload

• - DSL, Cable, Fiber ONLY - (no Wi-Fi or satellite-based service)

• For this project, a wired audio and noise-canceling microphone device is required.

• For this project, it is highly recommended that you have the ability to use TWO monitors.

PHYSICAL REQUIREMENTS :
You will be required to be at your workstation for your shift periods. It is required that you create an environment that is ergonomically sound for your comfort and needs

To complete your application you will need to take a screenshot (saved as PNG or JPEG) of the following two items so that you can upload them in your application:

1) Please complete a computer speed test using this link: Activus Connect Speedtest
2) Please locate your computer specifications and take a screenshot. If you need assistance, there are numerous videos and "how-to" documents online. Simply search for how to find computer specs for the version of Windows you are running._ **Please remember that you will need to include your operating system, processor speed, RAM and Hard Drive details**_:
3) Please take a photo of your intended workspace

Job Type: Full-time