- Coach and support a team of agents while ensuring exceptional customer service during overnight hours.
- Respond quickly to agent questions to empower prompt customer issue resolution.
- Track and action live shift metrics, including omnichannel ticket handling and wait times.
- Monitor calls, emails, and chats for quality assurance and deliver frequent performance feedback.
- Manage 1:1 sessions to improve agent productivity, attendance, and work quality.
- Serve as a subject matter expert on the product to solve complex issues.
- Identify root causes of recurring issues and collaborate on process improvements.
Quality AssuranceCustomer supportZendesk