Responsibilities
- Evaluate inbound and outbound calls, emails, and chat conversations to ensure adherence to accuracy and service quality benchmarks.
- Record quality issues and performance data to generate detailed reports for leadership analysis.
- Supply actionable insights to strengthen coaching initiatives and structured training for call handling proficiency.
- Demonstrate thorough knowledge of the specific business domain and broader operational functions.
- Lead specialized assignments independently, applying defined policies and professional judgment.
- Self-direct daily tasks and project workflows with little need for oversight.
- Mentor junior team members by sharing expertise and ensuring accountability for team deliverables.
- Initiate and implement changes that enhance daily operations and improve overall efficiency.
Work Arrangement
On-site
