CX Associate

The purpose of this role is train, coach and evaluate agents interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences. 1. Training Delivers induction, product, systems, and customer experience training to agents Deliver refresher training as required Creates a training environment conducive to providing the best possible learning experience Ensures completion of learning assessments and provides relevant feedback 2. Quality Evaluations Monitors and evaluates agent interactions to ensure they meet quality standards Identifies areas for improvement and develops corrective actions Provides constructive feedback to agents to improve their performance 3. Coaching Develops coaching skills to support agents in improving their performance Provides guidance, support, and resources to help agents overcome challenges and achieve their goals