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- Monitoring of Calls
- Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities.
- Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
- Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
- Identify and report any required training issues to department management and trainers.
- Take an active part in the evolution of the attribute document.
- Identify changes that need to be made to our evaluation tool.
- Create and update standards as appropriate.
- Create scripting and resources for agents when requested or needed.
- Provide in-depth comments on evaluations for manager coaching.
- Train new members that join our team.
- Follow up with issues identified to ensure they are resolved
- Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
- Team Accountabilityβ weekly progress report with action items.
- Attend and actively participate in weekly calibration and facilitation on a rotational basis.
- Facilitation of Mock Calls and Certification β as needed.
- Perform other duties and special projects as assigned.
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