Job Responsibilities
- Monitor scheduled tickets and efficiently assign unassigned tickets to engineers with the appropriate skills.
- Continuously monitor agent states for any variances from typical norms and promptly alert the
appropriate personnel as necessary. - Perform evaluations of agent interactions as assigned to assess service quality.
- Conduct collaborative evaluations with agents to provide constructive feedback and enhance
performance. - Review engineer QA performance directly with engineers, sharing QA metrics and fostering
improvement. - Identify and report opportunities for engineer or documentation improvement through
established processes. - Leverage sentiment and keyword analysis to identify interactions that deviate from established
processes. - Effectively assign and schedule coaching plans for agents and conduct post-session recaps to
confirm material comprehension. - Respond to and act on engineer absence notifications promptly, ensuring accurate
representation of employee schedules, including planned and unplanned absences. - Maintain an up-to-date engineer schedule to ensure workforce continuity.
Qualifications
- Proven experience in quality assurance, workforce management, or a related role.
- Familiarity with contact center operations and ticketing systems.
- Strong analytical skills and attention to detail.
- Excellent communication and interpersonal skills.
- Proficiency in using quality evaluation tools and software.
- Ability to provide constructive feedback and coaching.
- Capacity to work independently and collaboratively within a team.
- Problem-solving skills and the ability to adapt to a dynamic environment.
CLOSED
