Responsibilities

• Participate in the design of chat, e-mail and call monitoring formats and quality standards.
• Participate in the development of monitoring formats and quality standards for tasks relevant to the team.
• Perform quality assurance monitoring and provide trend data to the management team.
• Use the quality monitoring data management system to compile and track performance at team and individual level.
• Perform monitoring of customer care chats and e‑mail responses.
• Provide regular coaching to CS agents using direct and constructive feedback.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for contact center staff.
• Provide feedback to contact center team leaders and managers.
• Prepare...