Monitoring and evaluation of calls and emails, review of tickets, and validation of proper use of Amazon Connect are key responsibilities
Job Summary
Monitoring and evaluation of calls and emails, review of tickets, and validation of proper use of Amazon Connect are key responsibilities.
The role involves ensuring compliance with client-established processes, conducting process audits, and providing feedback to agents.
DXC Technology prioritizes in-person collaboration while offering flexibility to support wellbeing and productivity, fostering an inclusive environment.
Matching Summary
Monitoring and evaluation of calls and emails, review of tickets, and validation of proper use of Amazon Connect are key responsibilities.
Skills & Requirements
Must-have
Monitoring and evaluation of calls
Review of tickets created by N1
Validation of proper use of Amazon Connect
Ensure compliance with client-established processes
Provide feedback to agents
Review of response and resolution times
Nice-to-have
Fostering an inclusive environment
Prioritizes in-person collaboration
Support wellbeing and productivity
Key Requirements
Quality for N1 (Agents)
Quality for N2 (Consultants)
Identification of training needs
Identification of deviations and areas for improvement