Centralize Reporting: Act as the first point of contact for Customer Experience audit team; prepares/reviews Incident Reports.
Fact-Finding: Conduct objective triage on incident reports to ensure they are backed by evidence (logs, timestamps, or statements) before they reach HR.
Tracking: Maintain a master dashboard of all Open findings, ensuring no case remains pending for 3 days.
Bridge the Communication Gap: Appearance in panel discussion to actively find resolution
Fair Representation: Ensure Agents understand the nature of their violations and provide them a platform to submit their side of the story, reducing friction and grievances.
Problem Solving: Negotiate middle-ground solutions for minor issues that don't require full HR escalation but need a formal fix.
Compliance & Resolution Enforcement
Documentation & Reporting
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