Benjamin Leder Email & Phone Number

Sanford, Fl, Us

Lead a team of Quality Analysts who are responsible for completing audits on customerexperience interactions. Create career development plans & provide consistentcoaching and feedback on analyst audits, project & time management.Foster a culture of professionalism, customer advocacy, personal development, andregulatory compliance on your team and beyond.Drive the overall development of the CX Quality team. Create action plans to increasethe scope of Quality coverage and improve efficiency of internal processes.Partner closely with CX Managers and cross functional teams to establish initiativesthat drive key metrics within Customer Experience.Develop reports & trend analysis that monitor performance at the agent, team & sitelevel. Communicate trends to key stakeholders on a regular basis.Ensure analysts adhere to predetermined quality assurance standards, completerequired deliverables and comply to the business’s standard operating procedures.Collaborate with supervisors to share quality performance issues and provide regularreports on overall performance and trends