Reports Specialist

The purpose of this role is to monitor and evaluate customer interactions across multiple channels, providing actionable insights to improve quality, CSAT, and operational performance. The role also involves coaching, process improvement, and ensuring compliance with relevant standards and regulations.

Responsibilities

Performance Management: Responsible for monitoring all customer contact points (Web, voice, e‑mail, white mail) and providing quantifiable data for quality judgments. Work with Operations as an auditor and regulator of quality issues. Evaluate customer‑surveyed calls, including Detractor and Passive rated surveys, based on survey verbatim and call listening. Encode evaluations in a central repository and analyze results to provide actionable insights. Identify customer contact reasons, pain points/sentiments, controllable and non‑controllable opportunities. Report behaviors that do not conform to company Quality and CSAT standards. Design and implem...