Posted:1 week ago|
Platform:
Work from Office
Full Time
Performing regular transaction monitoring and calibration sessions as agreed.
Supporting TLs in setting improvement programs and action plans for CSRs.
Working with TLs to ensure up-to-date and accurate information is online and in a userfriendly format for users.
Reporting quality scoring internally/externally at agreed frequencies (upon requests).
Escalating quality deficiencies to Training & Quality Manager.
Escalating when there are questions on product or online content.
Attending internal local meeting (staff or with other departments).
Keeping high level of own expertise, taking initiative to understand.
Gathering up-to-date information and integrating feedback into the best practices.
Handle escalations
Spreading product knowledge to operations.
Updating existing procedures.
Participating to creation of new procedures, routines etc...
Updating knowledge management database.
Testing procedure in production and suggest enhancement.
Collecting and assessing feedback and taking actions accordingly.
Analysing the usage of Knowledge Management database and taking actionsaccordingly. Reviewing and updating online course content.
ACME SERVICES PRIVATE LIMITED
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