Define and document customer business functions and processes
Build and present trend data of multichannel monitoring formats and quality standards to compile and track performance at team and individual level
Prepares and analyzes weekly and monthly internal and external quality reports to identify customer needs and expectations
Perform ongoing evaluation of reporting effectiveness and develop new reports anticipating the client and internal stakeholder needs and driving to self-service capabilities
Ensure all call monitoring, scoring and reporting is carried out in an effective, timely and accurate manner, attend calibration sessions and look for continued process improvement and innovation
Conduct RCAs and provide actionable insights for improvement
Build strong working relationships with stakeholders and team members through effective communication throughout client life-cycle
Maintain departmental quality standards through exceptional listening and analytical skills
Consult with functional unit management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of system access
