Sos Abazyan Email & Phone Number

• Under general supervision, the AX (Agent Experience) Specialist is responsible for improving AX on a day-to-day basis by translating agent pain points up to CS management.Job Expectations:
• Actively seek to reduce the TTR by improving internal tools and reducing the amount of steps for agents to do to solve customer’s interaction.
• Gather feedback (direct or survey) from agents and consolidate further actions
• Collaborate regularly with CS Automation Project Manager to reduce the amount of manual work from the agents.
• Collaborate regularly with Trainer Coordinator and QA Team to seek opportunities to improve agent’s experience during onboarding training and continuous training.
• Work closely with the Project team to understand the needs of AX and seek to improve agent tools or resources.

• Under general supervision, the Trainer is responsible for training and coaching internal and BPO agents/SME/Leads/Supervisors to ensure they meet company customer satisfaction requirements.Job Expectations:
• Participate in regular training calibration sessions to ensure consistency
• Collaborate regularly with CS Market Supervisor to drive proper coaching and agent development
• Document and escalate negative or unacceptable CSR interactions
• Drive coaching with CSRs on how to improve customer interactions
• Conduct new hire or refresher classroom training for internal and BPO agents

Master'S Degree, Public Policy Analysis

Bachelor'S Degree, Public Administration

Humanities/Humanistic Studies