• Monitoring the performance of contacts and refunds for a respected Line of Business, reporting results to senior management and related business teams.• Primary point of contact towards the management for Customer Experience, contacts, and refunds.• Performing multivariate analysis.• Mitigating the risk of financial losses and operational challenges.• Identifying trends and opportunities by utilizing and combining data analysis and related audits, CX journey mapping, and suggesting and/or owning and driving the proposed resolutions in order to improve Customer Experience, refunds, contacts, and related operational processes.• Investigating and compiling the data/insights for weekly and monthly reviews with business teams as well as internally.• Connecting and collaborating with stakeholders in other teams to review new and existing pain points in order to find short/long-term solutions.

• Supporting Team Leader (schedules: creating, accepting, requests, team support, communication, backup as needed)• Completing assigned business level evaluations based on defined scoring criteria, using RevealCX• Completing new hire training (nesting) evaluations as required• Completing additional evaluations as required (pilots, audits, sites etc.)• Participating in calibration and meeting minimum thresholds• Assisting with daily sample allocation tracker as assigned to ensure random sample is generated daily and assigned to all QAs• Acting as Country Gauge - setting up sessions, scoring as Gauge, reviewing results, sending written summaries, conducting additional sessions, driving action plans• Reviewing disputes per SOP to validate each dispute• Submitting and reviewing Red Alert Issues according to SOP, confirming errors and notifying appropriate management• Participating in projects assigned by QA TL or QA Manager• Assisting with SOP updates as requested• Participating in new QA onboarding / training• Assisting with operational reporting as needed• Assisting with keeping QA website/materials updated as requested

• Completing assigned business level evaluations based on defined scoring criteria, using RevealCX• Completing new hire training (nesting) evaluations as required• Completing additional evaluations as required (pilots, audits, sites etc.)• Participating in calibration and meeting minimum thresholds• Assisting with daily sample allocation tracker as assigned to ensure random sample is generated daily and assigned to all QAs• Acting as Country Gauge - setting up sessions, scoring as Gauge, reviewing results, sending written summaries, conducting additional sessions, driving action plans• Reviewing disputes per SOP to validate each dispute• Submitting and reviewing Red Alert Issues according to SOP, confirming errors and notifying appropriate management• Participating in projects assigned by QA TL or QA Manager• Assisting with SOP updates as requested• Participating in new QA onboarding / training• Assisting with operational reporting as needed• Assisting with keeping GQA website/materials updated as requested• Backup Team Leader as needed

• Completing assigned business level evaluations based on defined scoring criteria, using RevealCX• Participating in calibration and meeting minimum thresholds• Assisting with daily sample allocation tracker as assigned to ensure random sample is generated daily and assigned to all QAs• Acting as Gauge - setting up sessions, scoring as Gauge, reviewing results, sending written summaries, conducting additional sessions, driving action plans• Reviewing disputes per SOP to validate each dispute• Submitting Red Alert Issues according to SOP• Reviewing red alerts per SOP as assigned, confirm errors and notify appropriate management of error• Participating in projects assigned by QA TL or QA Manager

• Verifying quality of tickets handled by 1st and 2nd level agents and providing constructive feedback• Analyzing quality results and identifying coaching areas• Providing Team Leads with regular feedback on agents' quality scores• Working with TL's in assessing overall agents' work and their KPI's• Preparing for and delivering regular refresher training sessions• Providing support to team in form of coaching and advice• Improving new hires and ongoing training materials

• Monitoring cases for accuracy and adherence to process and policy• Providing agents, team leads, trainers with regular performance feedback• Planning and conducting internal training for Customer Service teams• Evaluating conducted training• Preparing and updating training materials• Providing necessary materials and tools for training participants• Finding gaps and working on improving customer service procedures

• Resolving customers problems and complaints by phone, e-mail• Taking care of positive relationships with customers

• Active sale• Establishing positive rapport with customers• Choosing and buying goods• Record keeping• Taking care of the store's image

• Information on scope of services• Arranging appointments• Accepting payments• Creating schedules for company employees• Keeping reception area clean and neat to give visitors positive first impression

• Demonstrating product features, answering questions• Performing cashier duties, including accepting and processing customer payments and balancing receipts and cash• Building rapport with customers and assessing needs to make product recommendations and upsell