Work Description:• Quantify excellence of calls, chats, emails, and tickets using the provided attributes• Provide feedback and recommendation through coaching• Provide analysis reports to team leaders and managers• Facilitate calibration meetings with the clients• Deliver quality orientation to new hires

Work Description:• Quantify excellence of calls using the provided identifiers• Provide feedback and recommendation through coaching• Analyze weekly drivers through trends and qualitative scores• Monitor the progress of individual agents and teams• Conduct ABAY certification of new hires• Provide weekly and monthly analysis reports to managers and directors• Participate in external and internal calibration meetings• Deliver quality orientation to new… Show more Work Description:• Quantify excellence of calls using the provided identifiers• Provide feedback and recommendation through coaching• Analyze weekly drivers through trends and qualitative scores• Monitor the progress of individual agents and teams• Conduct ABAY certification of new hires• Provide weekly and monthly analysis reports to managers and directors• Participate in external and internal calibration meetings• Deliver quality orientation to new hires• Conduct product training Show less

Work Description:• Receive calls regarding card declines, billing inquiries, etc.• Verify credit card transactions with card holders to remove temporary blocks applied to their accounts• Assist customers in closing accounts due to fraudulent transactions• Assess credit card accounts for possible fraudulent charges• Place outbound calls to credit card holders to authenticate purchases on their accounts• Approve and/or decline point of sale transactions