I'd been assigned both in inbound and outbound positions for the past 9 mos. i'd been with Convergys. I receive phone calls from multinational group of people in the United States regarding their concerns for billing, technical problems and products and services. I am also assigned for callbacks for customers to make follow-ups and to provide resolution for their concerns.

Monitors and evaluates a sampling inbound calls and other contact methods including chat and email.Reports results of evaluations to appropriate Quality/Operations stakeholders.Provides feedback and identifies staff training and developmental needs.Facilitates and/or participated in calibration sessions/call listening sessions with Quality Leadership staff, Operations, and clients to ensure scoring consistency and best practices. Maintains basic knowledge and understanding of client products, services and/or program strategies.