1. Analyze/audit inbound and outbound calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support or sales teams
2. Provide structured and timely recommendations; verbal and/or written feedback to the advisors
3. Develop, recommend, and monitor corrective and preventive actions
4. Identify training requirements and coaching; prepare daily/weekly reports
5. Develop and conduct briefings for the targeted group of advisors that address service quality deficiencies and/or improvement opportunities
6. Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS/sales support teams and sites
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