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Analyst, Training & Quality in Quezon City, NCR at Concentrix

Date Posted: 3/16/2018

Job Snapshot

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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