Network Automation, Tools, and Compliance Manager
Boeing
Job Level
Mid-LevelSenior
About the role
- Evaluate Agent interactions to ensure quality and compliance in handling interactions
- Monitor QA KPI performance and deep dive into evaluations to improve quality standards
- Achieve monthly QA targets and discuss agent trends with Team Leaders
- Provide Team Leaders with quality scores and feedback for coaching
- Research best practices and strategies to improve customer service experience
- Play role in increasing CSAT and assisting Customer Care department to meet KPIs
- Attend calibration sessions and prepare and submit reports
- Collaborate regularly with the global QA team
- Deep dive into lowest-performing wrap codes/inquiries to find coaching opportunities and process gaps
- Collaborate with Learning & Development Team and Team Leaders to obtain Customer Service Awards
- Track work in assigned sheets and provide reports of outcomes
- Manage knowledge by being on queue minimum 2 hours/week and support onboarding through nested support and Quality training module
- Assist Knowledge Management Coordinator to keep canned responses and scripts up to date
- Identify common questions and pain areas and submit improvements to QA Lead
- Provide one-on-one coaching and group training sessions based on QA evaluations
- Communicate critical callback or 'Red Alert' feedback to CC Leaders
- Maintain and periodically update the Help Centre
- Ensure coaching sessions are documented and scheduled appropriately
- Provide Team Leaders with accurate performance management documentation and weekly reports
- Record all QA evaluations and coaching activities in PureCloud and associated sheets
Requirements
- 100% competency as a Customer Care Agent
- Exceptional attention to detail
- Product and system knowledge at a high level
- Exceptional Customer Experience standard and passion for customer satisfaction
- High level of computer proficiency (particularly in MS Excel)
- Confident and articulate communication abilities
- Can-do mentality and willingness to go above and beyond
- Ability to quickly adapt to process changes
- Ability to implement and integrate continuous improvement initiatives as directed by the manager
- Ability to function under pressure
- Ability to generate accurate and engaging materials on time
- Capable of multitasking and juggling priorities
- Ability to evaluate agent interactions and provide coaching
- Experience with QA evaluations and PureCloud (recording QA evaluations)
- Ability to prepare and submit reports and attend calibration sessions
- Support Learning & Development and Knowledge Management activities
- Must be available to be on queue for a minimum of 2 hours a week
