Accountabilities:
Complete required monthly interaction reviews across calls, chats, and emails.
Conduct audits for agent certification, recertification, and readiness validation.
Review customer interactions, assessments, coaching records, and process adherence for certification decisions.
Document audit findings, quality observations, gaps, risks, and recommendations accurately.
Complete and upload daily close-loop analysis of CSAT, FCR, and VOC survey results, including Extremely Dissatisfied, Dissatisfied, Neutral, FCR 2, FCR 3, and Not Resolved responses.
Prepare Month-to-Date CSAT and FCR reports for Operations Leadership.
Identify top CSAT detractors, non-FCR drivers, process gaps, and customer pain points.
Provide SMART feedback and actionable recommendations to support coaching and improvement plans.
Partner with Operations, Co-Performance Coaches, Training, SMEs, and Leaders to address quality opportunities.
Support QA calibration sessions to ensure consistent audit and evaluation standards.
Monitor and document NorthStar behaviors, pitch-rate opportunities, and Boost coaching opportunities where applicable.
Ensure QMA, Coaching Manager, and other required documentation are completed accurately and on time.
Support quality-related refresher training or knowledge sharing based on QA findings and trend analysis.
Maintain operational awareness through call, chat, or email shadowing or handling exposure.
Support internal audits of quality records, certification documents, and coaching documentation.
Perform other tasks or projects assigned by the immediate superior.
Qualifications:
Bachelor’s Degree holder.
At least 2 years of experience in Customer Support, Coaching, Quality, Operations Support, or a related function.
Experience coaching agents or supporting performance improvement plans is preferred.
Experience reviewing calls, chats, emails, or customer support transactions.
Experience in CSAT, FCR, VOC, or customer survey analysis is preferred.
Experience in certification audits, readiness checks, or nesting support is preferred.
Strong written and verbal communication skills.
Strong coaching and feedback skills.
Strong analytical skills and attention to detail.
Ability to identify trends, root causes, process gaps, and improvement opportunities.
Ability to provide clear, objective, and actionable feedback.
Good stakeholder management and collaboration skills.
Good time management and prioritization skills.
Working knowledge of MS Office applications.
Experience with QMA, NICE CXone, Coaching Manager, CRM tools, dashboards, or quality platforms is preferred.
Ability to quickly learn and apply approved AI tools and technologies.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Must be in current role for at least 1 year.
Must not have received any Disciplinary Action within the past 12 months.
Must not have any Attendance and Punctuality issues in the past 12 months.
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