Overview

This position manages client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.

Responsibilities

1. Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
3. Facilitate calibration; facilitate/deliver new hire presentation
3. Correlates QA to other client metrics.
4. Communication with internal and external clients regarding employee/team performance
5. Facilitate RCA calibration, facilitate/deliver new hire presentation.
6. Perform other duties, functions and tasks that are incidental and inherent to the job.

Qualifications