Sarah Jane Pastor Email and Phone Number

Evaluate employee performance to gauge whereskills are lackingCreate training programs to address skill gaps inemployeesPrepare learning materials for programsDevelop onboarding programs for new employeesConduct surveys to gauge the effectiveness ofprogramsResearch new teaching methodsAttend meetings/calibration for alignment

Evaluating agent performance through inspection, although with more of a monitoring goal rather than a fault-finding one.Create a response guideline sheet to ensure all agents areabreast with the accurate manner to reply to a range ofcustomer queries.Detect problem areas and complexity in customer queriesand curate fresh flows for BPO processes.Actionable discussions with the client by attendingcallibration to transfer the insights to the agents afterwards.