Lorenzo Fantacuzzi

-Conducts quality review of chats representatives’ performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.

-Audits representatives' chats and/or correspondence, observing performance, techniques, and application of guidelines and procedures.

Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to users

• Provides critical data used to generate weekly or monthly reports on the performance chats representatives

• Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures

• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training