Agent Experience Lead

Work Set-Up: McKinley Hill, Taguig | Hybrid Set-Up | Graveyard Shift

Primary Duties and Responsibilities:

• Plan and organize training activities to meet client deadlines for product and application support launch, conduct assessment to ensure agents are trained enough
• Conduct data analysis from training, quality and operations trending to create action items to improve user/customer experience
• Create training materials for agent usage from knowledge articles, Applications
• Manage quality auditors to focus on agent performance improvement and create visibility on areas of opportunities to improve overall user/customer experience
• Create reports for visibility in training, quality and CSAT performance
• Create video/media materials for agent and user consumption for self-help and training
• Analyze DSATs and share inputs to stakeholders to improve user experience