Job Description
Overview
Provides actionable insights through data-driven quality monitoring, reporting, and collaboration with Business Intelligence to enhance call center performance, training, and agent resources
Responsibilities
Task
• Collaborate directly with the Business Intelligence team in providing insights based on targeted contact monitoring strategy assignment
• Daily/weekly/monthly reports and other communication materials to highlight metric performance achievements and identify areas of opportunities
• Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
Qualifications
• Identify and report any required training issues to department management and trainers.
• Create and update standards as appropriate
• Create scripting and resources for agents when requested or needed
• Contributes to QA scorecar...
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