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 level
•        Prepare Quality Improvement Plans