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
Participate in DSAT and Quality calibration sessions
Ensure the Service Desk agents adhere to ...