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Analyst, Training & Quality in Bonifacio Global City Taguig, PH at Concentrix

Date Posted: 2/14/2018

Job Snapshot

Job Description

•        Provide quality metric analysis on compliance scores, CSAT/Customer Satisfaction, first call resolution and other agent quality performance measures
•        Provide root-cause analysis on program, team and agent level identified opportunities
•        Provide recommended intervention activities to address quality metric opportunities identified
•        Provide training agenda feedback on nesting quality metric performance
•        Provide analysis on other operational metrics such as average handle time, emails per hour, etc.
•        Monitor QA Scores of the assigned account
•        Track and act on customer feedback
•        Review Quality parameters and make changes whenever necessary in consultation with Operations
•        Monitor Calibration levels
•        Prepare Quality Improvement Plans