Job was saved successfully.
Job was removed from Saved Jobs.
Customer Service Analyst 1 (22003103)
- Initial training of new hires, internal and external - Uptraining of agents on new products and services - Review/research new tech - Assist in development of Sales Force knowledgebase. - Internal QA (Coaching to be done by manager)- 2 QAs per agent per month done Bi-weekly. - Audit Vendor QAs o Document and provide results of audits. - Routine call listening and chat audits to ensure agents (internal and external) are complying. - Identify any individual knowledge gaps - Identify new training needs for the team based on call listening activities. - Lead weekly call quality calibration discussion with Vendor and Windstream Management. - Review Medallia alerts for areas of opportunity. - Provide weekly updates of all call/chat review to Windstream Management - Attending calls and meetings as required - Other duties as assigned.