Source of information and data for all areas and employees within team
Provide feedback and ideas to continuously improve the team to the Quality Analyst and Team Managers
Monitoring and coaching – remote & in-cube
Track and reports the results of the individuals’ coaching scores
Uses the results of the Customer Survey to help individuals improve their overall very sat score
Monitor client call objectives versus call performance and identify discrepancies to Quality Analyst and Team Manager
Make recommendations for changes to monitoring forms and legends
Consistently monitors accuracy of monitoring forms and legends
Conducts brown bag/triage classes (secondary)
Monitor assigned Engineers at least twice/month, including written feedback
Provide face-to-face feedback to each Engineer at least once/month
Coaching feedback session for each Tech Lead at least once/month
Coaching calibration session with all Tech Leads at least once/month
Track quality data for Quality Analyst