Sr. Advisor, Training & Quality
Concentrix Corporation
Quezon City, NCR,PH
35d ago

Description

  • Provide quality metric analysis on compliance scores,CSAT / Customer Satisfaction, first call resolution and other agent qualityperformance measures
  • Provide root-cause analysis on program, team and agent levelidentified opportunities
  • Provide recommended intervention activities to address qualitymetric opportunities identified
  • Provide training agenda feedback on nesting quality metricperformance
  • Provide analysis on other operational metrics such as averagehandle 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 inconsultation with Operations
  • Monitor Calibration levels
  • Prepare Quality Improvement Plans
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