Role OverviewThe Technical Quality Analyst II will be responsible for participating in the development and improvement of call monitoring formats and quality standards, performing call monitoring and review of customer interactions, and providing performance data to CX supervisors, managers, and vendor management.
What You Will Do
Conduct agent quality assessments, lead calibration sessions, provide actionable insights, and prepare reports on objectives.
Why It Might Be a Fit
This role requires a basic understanding of Rheem processes and CRM Case management, and the ability to interact with all levels of management to solve inter-departmental inefficiencies and address areas of concern.
Requirements
- basic understanding of Rheem processes and CRM Case management
- ability to interact with all levels of management
]]>