日本と海外をつなぐクラウドソーシング

Monitored teammates’ adherence to the company & client guidelines, protocols and processes in every contact interactions for online marketplace & shopping account. Facilitated and conducted teammate quality calibration, team managers’ quality calibration & client calls. Did huddles, touch base and meetings with team managers, clients, external and internal support groups. Provided reports, feedback and support to Service Delivery Team regarding their performance, development and trending in a daily, weekly, monthly and quarterly basis. Core member of Root Cause Analysis Team. Analyzed root cause of the issues and created action plans depending on the need and severity.
I was responsible for monitoring, supporting & supervising the new hires’ product knowledge, ensuring that the team delivers the service to satisfaction of the customer’s experience and KPIs as prescribed by clients. I oversaw their development and team performance.