Job Description
Accountabilities:
+ Complete required monthly interaction reviews across calls, chats, and emails.
+ Conduct audits for agent certification, recertification, and readiness validation.
+ Review customer interactions, assessments, coaching records, and process adherence for certification decisions.
+ Document audit findings, quality observations, gaps, risks, and recommendations accurately.
+ Complete and upload daily close-loop analysis of CSAT, FCR, and VOC survey results, including Extremely Dissatisfied, Dissatisfied, Neutral, FCR 2, FCR 3, and Not Resolved responses.
+ Prepare Month-to-Date CSAT and FCR reports for Operations Leadership.
+ Identify top CSAT detractors, non-FCR drivers, process gaps, and customer pain points.
+ Provide SMART feedback and actionable recommendations to support coaching and improvement plans.
+ Partner with Operations, Co-Performance Coaches, Training, SMEs, and Leaders to address quality opportunities.
+ Support QA calibra...
+ Complete required monthly interaction reviews across calls, chats, and emails.
+ Conduct audits for agent certification, recertification, and readiness validation.
+ Review customer interactions, assessments, coaching records, and process adherence for certification decisions.
+ Document audit findings, quality observations, gaps, risks, and recommendations accurately.
+ Complete and upload daily close-loop analysis of CSAT, FCR, and VOC survey results, including Extremely Dissatisfied, Dissatisfied, Neutral, FCR 2, FCR 3, and Not Resolved responses.
+ Prepare Month-to-Date CSAT and FCR reports for Operations Leadership.
+ Identify top CSAT detractors, non-FCR drivers, process gaps, and customer pain points.
+ Provide SMART feedback and actionable recommendations to support coaching and improvement plans.
+ Partner with Operations, Co-Performance Coaches, Training, SMEs, and Leaders to address quality opportunities.
+ Support QA calibra...