Responsibilities - Call Quality - CC Tracking & Monitoring - Close the Loop - Knowledge Management Input - Quality Assurance & Support - Scheduling Adherence - Trace Quality - Traffic Management - Transaction Auditing (e.g.
Mystery
Shopper) - VOC - Workforce Management Involves the application of specialist knowledge which may include providing specialist advice to employees, management or customers, managing or maintaining systems or processes or completing projects to develop or change systems or processes as appropriate.