QUALITY ANALYST, VXI GLOBAL SOLUTIONS INC. | AT&T
Generates and trends daily/weekly/monthly Quality Evaluation-related reports. (Sales, Offer Rate, Transfer rate)
Conduct weekly calibration sessions with call center Team Leaders to develop scoring consistency and the best practices
Utilize feedback from customers to facilitate improved quality of services being provided
Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
CUSTOMER SERVICE REPRESENTATIVE - AT&T, VXI GLOBAL SOLUTIONS INC.
Respond to questions and concerns about service and resolve calls properly and upsell products after resolution.
Provide integrated solutions and offer additional service packages and options.
Consistently improve customer satisfaction through an expert resolution of conflicts, bill and service issues, and concerns.