- Humana (Santa Fe, NM)
- …tracking, preference learning, and multi-turn personalization + Lead human-in-the-loop data collection strategies and feedback integration to fine-tune agent ... product-focused execution to improve user trust, alignment, usability, and agent cooperation across intelligent interfaces. **Key** **R** **esponsibilities** +… more
- Mass Markets (Mesilla, NM)
- …Key Responsibilities: + Supervise QA analysts and oversee daily monitoring of agent interactions. + Conduct calibration sessions to ensure scoring consistency across ... performance gaps and training needs. + Provide coaching and feedback to improve agent quality scores. + Collaborate with Operations and Training to implement quality… more
- Mass Markets (Mesilla, NM)
- …Key Responsibilities: + Lead the QA team in monitoring and evaluating agent interactions across various campaigns. + Develop and implement QA frameworks, scorecards, ... regulatory requirements. + Conduct audits, feedback sessions, and coaching to improve agent performance. + Collaborate with stakeholders to align QA initiatives with… more
- Mass Markets (Las Cruces, NM)
- …techniques + Possess practical conflict resolution skills (both customer and agent conflict) + Possess time management, planning, organizational and multi-tasking ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (NM)
- …call center environment. + Prior call center experience (as a recruiter or agent ) is strongly preferred. + Strong knowledge of sourcing techniques and recruitment ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (NM)
- …customer satisfaction (CSAT). + Provide ongoing training and development programs to enhance agent skills and knowledge. + Offer guidance and support to team members ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Ryder System (Santa Fe, NM)
- …privacy standards within the ServiceNow HRSD environment + Develop or maintain Virtual Agent topics based on business needs + Conduct thorough testing in development ... + Makes program modifications to existing reports as necessary. + Coordinates collection and preparation of routine and special reports according to business needs.… more
- Verint Systems, Inc. (Santa Fe, NM)
- …Duties and Essential Responsibilities:** + Create insights (CXSA, Hybrid, Scorecard, Agent Level Reporting, Dashboards, ad hoc) which as requested by customers ... modifications/additions, CPP/EPP additions, or other value add improvements to customer's data collection or surveys, based on findings from the analytics process. +… more
- NTT America, Inc. (Las Cruces, NM)
- …following company protocols. + Failure to return equipment may result in collection actions and/or other consequences. + Individuals must provide their own high ... Performance and Issue Tracking** + Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations. + Remote… more