The Resolution Rate Analyst plays a critical role in optimizing the efficiency and effectiveness of customer support operations. Working primarily with agents and supervisors, this role is responsible for the analysis, tracking, and improvement of customer support resolution rates across all channels (tickets, issues, or inquiries).

The core objectives are to:

• Improve customer interactions by ensuring the needs of our customers on every interaction.
• Empower Team Leads and Agents with data and insights to improve their performance.
• Support the quality ecosystem by conducting internal monitoring based on daily resolution rate surveys.
• Drive continuous improvement by leveraging observed opportunities and detected issues from monitoring to create and execute targeted initiatives that enhance resolution quality and help us achieve our performance targets.
• Collaborate on initiatives by working closely with Wise Resolution Rate sp...