Sr. Advisor, Training & Quality

Synnex – Quezon City, Metro Manila – · 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…

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