Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Job Summary
Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
Contribute to maintaining forms and legends documents and support management focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Matching Summary
Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.