Job Responsibilities:
•Monitor calls/emails and evaluate agents' performance concerning the quality of service offered through all channels
•Compile and track performance at team and individual level
•Prepare and analyze internal and external quality reports for management review
•Hold calibrations and meetings with internal and external teams
•Conduct presentation & business simulation with new hires
•Evaluate and validate customer feedback to identify key behaviors that drive and improve CSAT
•Give recommendations for process improvements based on the customer experience and feedback
•Provide KB and soft skills sessions
•Provide coaching and side-by-side monitoring for outliers
•Map the need for training and onboarding programs
