What does a GEICO performance monitoring analyst do?

What does a GEICO performance monitoring analyst do?
2018-07-18T21:23:19Z 1
2018-07-18T21:23:19Z

Former Performance Monitoring Analyst at GEICO

over 2 years ago
In this position (PMT), I was responsible for listening to phone calls and evaluating the agent’s performance based on their customer interaction and call quality. I was able to communicate with agent supervisor’s and offer feedback to help them coach their agents to improve their personal performance. A day in the life on PMT was just that, listening to calls and writing evaluations. After one year on PMT, I was promoted to a training specialist.
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