Published Date: 2022-04-10
Application Deadine: 2022-05-18
Job Duties & Responsibilities:
- Listen to live/recorded calls to ensure advisors are providing accurate information
- Evaluating agent performance with call center quality assurance and provides trend data to team leader
- Providing coaching and developing plans for learning and skills development
- Enabling regulatory compliance
- Responsible for implementing a plan with errors being fixed
- Assist in developing, creating and implementing call center quality processes and procedures as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.
- To constantly monitor and propose meaningful and constructive feedback to the team lead
- Map the need for training and enhancements to the onboarding program and participate in calibration sessions to maintain consistency in internal evaluations
- Perform other related duties as assigned
- Duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed.