* Cognizant (Information Technology & Services): Quality Assurance Specialist for Google AdWords Express and Google My Business.
Analyze/audit service incident data, emails, calls, chats, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards with the customer (aka Google).
Provide structured and timely recommendations; verbal and/or written feedback to Team Leaders in order to improve service.
Perform mock calls with new hires post-training to determine readiness for moving into support.
Develop and conduct targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
Use CallCenter tools to gather data and analyze trends or patterns affecting quality.