This position manages client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.
Responsibilities
- Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
- Facilitate calibration; facilitate/deliver new hire presentation
- Correlates QA to other client metrics.
- Communication with internal and external clients regarding employee/team performance
- Facilitate RCA calibration, facilitate/deliver new hire presentation.
- Perform other duties, functions and tasks that are incidental and inherent to the job.
Qualifications
- Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
- Facilitate calibration; facilitate/deliver new hire presentation
- Correlates QA to other client metrics.
- Communication with internal and external clients regarding employee/team performance
- Facilitate RCA calibration, facilitate/deliver new hire presentation.
- Perform other duties, functions and tasks that are incidental and inherent to the job.
