Experience
Quality Content
Monitors, either remotely or on a recorded basis, and evaluates agent’s performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions using all related systems.
Analyzes quality variations from metrics and documents quality-related problem cases.
Adheres to monitoring sample size.
Certify trainees after the shadowing process.
Assures that data entered on the system is accurate and follows the defined entry standards.
Logins based on defined login hours and under rules
Reviews k-bases, scripts, and CRMs in order to address any gap to the account manager to enhance process and quality.
Education
Good
Presides over the daily operations of a company.
Implements business procedures.
Interviews and hires staff.
Assesses employees’ job performances.
Interacts with clients and customers.
Negotiates contracts and deals.
Mediates staff disputes and other issues.
Delegates authority to supervisors.
Serves as a liaison between management and staff.
Makes sure training programs for new employees are up-to-date.
Ensures the quality of the company’s products and services.
Implements processes to improve products and services.
Prepares financial data for governing boards.
Reads and interprets accounting reports.
Networks with prospective clients, industry peers and competitors.
Promotes and markets the company.
Writes memos.
Makes oral presentations with visual aids.
Manages budgets, minimizes expenditures and maximizes revenues.
Ensures that the company operates with maximum efficiency.
Makes short-term and long-term goals for the company.
Directs the strategic plan for the company so that financial goals can be achieved.
Implements strategic plans and makes changes to the plan as necessary.
Advises Board of Directors of impending state or federal legislation and its potential impact on the company.
Coordinates property procurement and space allocation.
Manages fundraising projects.
Provides leadership to employees for the purpose of attaining a common goal.
Collaborates with other departments for the common purpose of maximizing revenues.
Attends events and industry functions as a representative of the company.
Volunteers at community service events.