The Role

Monitoring/Auditing calls, chats, and tickets, processes, and services

Monitor calls, chats, tickets to measure performance and facilitate strategic objectives and requirements.  Monitor and evaluate technology processes and services Ensure that products and services meet established quality standards. 

Evaluating/Assessing agent performance 

Assess SD analyst behavior, counsel, and coach them to reduce negative customer experience, wastage of time and resources, and agent attrition.  Assess SD analyst’ interaction with customers against a set of quality standards, including subjective components such as soft skills and courtesy.  Identify historical trends through data analysis, to determine which SD analyst require more attention and which require less. Create and implement Call Criteria to identify SD analyst who require increased coverage and analysis.

Trend Monitoring

Study, research, develop and implement quality management systems that comply with industry regulations/standards Develop and revise quality procedures and work instructions Monitor trends on an internal QA level, such as month-over-month agent performance metrics and top missed points at the agent or organizational level.  Work closely with SD Operations or other teams (engineering, infrastructure) to improve quality. Analyze and solve problems with a solid understanding of quality management principles & tools Analyze data, identify trends & patterns that indicate quality issues or areas that can be improved Coordinates and facilitates call calibration sessions for WTW SD Analyst. Perform other duties as assigned.

Technological responsibilities

Identify and implement tools targeted towards improving internal processes within your SD Identify the quality of customer experience, and Service Desk general performance.  Use statistical methods to take proper samples of calls, chats, tickets received by SD Analyst and then create a report from the study results.  Listen in on every agent at least three times a day but randomly choose calls for monitoring.  tech-savvy monitoring software availability means that they don’t always have to listen to live phone calls and can instead record phone calls for monitoring later.  Explore technology to improve quality such as Integrating speech analysis software into IVR system to soften the edge of automated responses to provide a positive customer experience. 

Design evaluation programs

Responsible for picking the most effective performance metric to analyze QA performance Identify the most effective way to evaluate performance.  Evaluate and score agent-to-customer interactions to identify key behaviors that drive quality and improve customer experience.

The Requirements

Service Desk - Call Center Experience Required (Minimum 1 year)At least 2 years of experience in quality monitoring and auditing tickets and callsStrong computer skills and knowledge of QA databases and applicationsServiceNow ticketing tool usage and reporting experience is a mustIntermediate to Advanced MS Excel usage Knowledge of WTW Services and Products and ITIL Foundation Certification is preferred.Excellent communication skills, both written and verbalWrite and complete technical forms and reportsKnowledge to organize and analyze structured/unstructured dataWorkforce Planning fundamentalsStrong command of English language and good communication skills.Strong attention to detail, quality, and accuracySound problem solving and analytical skillsAbility to work well within a team environment and positively influence & motivate a high performing teamProven customer focus, both internal and external

WTW is an Equal Opportunity Employer