Anna Garrett Email & Phone Number

Responsible for multiple contracts, conduct new task analysis, design and develop final stages of the training guide, update training materials based on client emails and phone summaries, keeping representatives updated with training updates, continuously review training guides and meet with team members to ensure everything they need to know is in the.

• Ensure Customer Experience team members are using the designated tools provided to them to ensure process accuracy and efficiency
• Ensure the Quality Management group of Customer Experience team is executing and following processes and expectations expected of them
• Instill and culture in which the Quality groups utilizes all measures provided to develop and coach all CRS's in reach they are responsible for
• Assist with the execution of new CX team member onboarding
• Execute supervisory, administrative functions, including maintaining the QMS and various list/logs and reports. (Future state: CX Coaching Log)
• Lead CX Meetings in the absence of the CXM, including weekly team meetings

Responsible for multiple contracts, conduct new task analysis, design and develop final stages of the training guide, update training materials based on client emails and phone summaries, keeping representatives updated with training updates, continuously review training guides and meet with team members to ensure everything they need to know is in the.

Check emails for new updates throughout the day, completed a certain number of QA Evaluations per month per representative for each line group they work, pulling calls for calibration meetings with clients, hosting calibration meetings and sending out summary emails, conduct scheduled coaching sessions, review training to ensure QA is covering all trends.