Customer Relationship Management – Muntinlupa City, Metro Manila – Company: Customer Relationship Management Requisition ID: 13050 Position Summary: The Quality Coach provides Transaction Monitoring support or Sales Verification support (as applicable) requirements for a program or a vertical account either within a site and/or across multiple locations. This incumbent will conduct both Process Level and/or Agent Level contact Interactions between a Contact Center Representative and our client’s End User. This individual is responsible for the accuracy of evaluations, interaction assessment. Additionally, this individual contributor is influences agent development through effective coaching and development. The Quality Coach is responsible for the proactive identification of agent level performance related opportunities by Transaction Monitoring Results or CSAT Predictor. A Quality Coach is also responsible for agent level action planning, quality presentations and agent training on Quality-Related topics. Overall Responsibilities: Communicat…
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