Ivern Jay V.

-Participates in design of call monitoring formats and quality standards -Performs call monitoring and provides trend data to site management team -Uses quality monitoring data management system to compile and track performance at team and individual level.Monitors email customer contacts -Participates in customer and client listening programs to identify customer needs and expectations -Provides actionable data to various internal support groups as needed -Coordinates and facilitates call calibration sessions for call center staff -Provides feedback to call center team leaders and managers -Prepares and analyzes internal and external quality reports for management staff review