Sr. Advisor, Training & Quality
Concentrix Corporation
Quezon City, NCR,PH
8d ago

Description

  • Providequality metric analysis on compliance scores, CSAT / Customer Satisfaction, firstcall resolution and other agent quality performance measures
  • Provideroot cause analysis on program, team and agent level identified opportunities
  • Providerecommended intervention activities to address quality metric opportunitiesidentified
  • Providetraining agenda feedback on nesting quality metric performance
  • Provideanalysis on other operational metrics such as average handle time, emails perhour, etc
  • MonitorQA Scores of the assigned account
  • Trackand act on customer feedback
  • ReviewQuality parameters and make changes whenever necessary in consultation withOperations
  • MonitorCalibration levels
  • Prepare Quality Improvement Plans
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