𝙷𝚎𝚛𝚎 𝚊𝚛𝚎 𝚊 𝚏𝚎𝚠 𝚍𝚎𝚝𝚊𝚒𝚕𝚜 𝚘𝚏 𝚖𝚢 𝚓𝚘𝚋 𝚎𝚡𝚙𝚎𝚛𝚒𝚎𝚗𝚌𝚎𝚜: 

✅ Product Specific New Hire Training Delivery and/or Process/Softskills related Refresher sessions for agents.

✅ Assesses training needs and learning styles improvement

✅ Monitors and audits a sampling of chat, email, text, voice and other applicable contact methods  and reports results of evaluations to stakeholders (Quality Leadership, Operations, Client - HQ).

✅ Participates in individual calibration sessions with Quality Leadership, HQ Quality, Operations, and HQ clients to ensure scoring consistency on a weekly basis.

✅ Creates error trend and deep-dive analysis using NPS/Issue Solved, QA Audits, Concession Adherence, and AHT to propose immediate action plans to Operations and HQ through agent gap/process/app technology related recommendations during monthly/quarterly business reviews. 

✅ Create process, training materials and build a structural work plan for the company. 

✅ Support employees handle escalations and provide answers to the team. 

✅ Administrative Tasks (google sheets/excel)

✅ Process/Soft Skill Development Coaching 

𝗦𝗲𝗻𝗱 𝗺𝗲 𝗮 𝗺𝗲𝘀𝘀𝗮𝗴𝗲 𝘄𝗶𝘁𝗵 𝘆𝗼𝘂𝗿 𝗰𝗮𝗹𝗲𝗻𝗱𝗮𝗿 𝘀𝗰𝗵𝗲𝗱𝘂𝗹𝗲 𝘀𝗼 𝘄𝗲 𝗰𝗮𝗻 𝗺𝗲𝗲𝘁!