Gestor(a) de Speech Analytics - Contact Center
Tasks
- Calibrate Speech Analytics categories
- Create weekly and monthly quality reports
- Detect customer dissatisfaction drivers
- Evaluate audio recordings
- Monitor calls and tickets
- Propose process improvements
- Provide feedback to supervisors and agents
- Provide support and feedback
- Quantify findings
- Track agents improvement areas
- Validate customer service protocols
Perks/Benefits
Skills/Tech-stack
Audio analysis | Call monitoring | Customer Service | Data Analysis | Data reporting | Microsoft Office | Process Improvement | Quality Assurance | Speech Analytics | Ticket Evaluation | Training
Education
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