Job Description
What is your mission?
You’ll help us deliver excellent service to our partner brands by performing these tasks:
- Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
- Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities
- Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
- Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
- Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions a...