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Sr. Advisor, Training & Quality in Cagayan De Oro, REG X at Concentrix

Date Posted: 3/26/2018

Job Snapshot

Job Description

Roles & Responsibilities:
  • 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