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.● Stakeholder for the agents on new releases.● Review/propose new tools/apps that help to improve the agent journey.● Shadowing agents and defining the agent journey.

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• Create and maintain training curricula and material• Assess the impact of training on staff performance• Assist with preparing/presenting weekly/monthly/quarterly process reports and/or auditsThe duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Master'S Degree, Public Policy Analysis

Bachelor'S Degree, Public Administration

Humanities/Humanistic Studies