Monitor and leverage Risk Based Analytics to execute on Case Quality Audits
Provide feedback and coaching to agents regarding Case interactions
Work in collaboration with teammates across geographies to review chatter feedback submitted to CCQ Chatter Group
Champion Knowledge article usage and education to support self-service and first contact resolution
Collaborate with managers regarding agent trends and recommendations for improvement
Provide real-time Coaching through Integrated/Live Monitor Support
Leverage quality dashboards to perform data analysis for top trending questions and parameters to identify coaching packages and plans to deliver to agents to drive improvement
Prepare and deliver post-training nesting period support for new content trainees (If required)
Collaborate with Customer Care Quality Teammates, ICM’s and Enablement & Effectiveness Org. Leadership across geographies to provide statistical and anecdotal insights to drive the curation and creation of collateral and training modules
Leverage technology platforms (NICE, OneNote Coaching Toolkit) to enable agent and client success; offer recommendations and additional use cases for expanded impact of resources
Calibrate amongst teammates and across geographies to drive accuracy and consistency within quality forms and chatter reporting
Qualification & Experience
Bachelor’s degree preferred or 2+ years of equivalent industry experience
Foundational Knowledge and/or mastery of athenahealth products
Proficiency in Microsoft teams, Outlook, Word, Excel, and PowerPoint