Posted on: 14 March 2023
ID 854465

CX Associate

Want to be a part of our team?

The purpose of this role is train, coach and evaluate agents interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

Working at NTT

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
Quality Evaluations
  • Monitors and evaluates agents client interactions against the agreed methodology.
  • Identifies areas of strength, development, and process improvements.
Coaching
  • Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system
General
  • Operates within agreed work schedule and meet quality standards independently.
  • Remain relevant through call taking and/or listening.
  • Do floor walking and agent support during OJT (on-the-job training).
  • Facilitate calibration and/or voice of customer sessions.
Administration, Record Keeping and Reporting
  • Accurately record training and coaching interventions
  • Provides feedback on training material updates required
  • Provides quality reports per the business unit requirements
What will make you a good fit for the role?
Occupation:
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