Specialist, Operations

Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Draft and send personalized developer communications — not canned responses — reflecting each developer's compliance history, app type, and ecosystem context.
• Ensure pre-defined quality key performance indicators (KPIs) and SLA are met.
• Review output and quality of AI agent Tier 1 work (sending reminders, answering low complexity questions, providing education) and focus SME attention on Tier 2 work (human touch support for developers, debugging, and troubleshooting of more complex issues).
• Monitor the full assessment lifecycle for assigned BoB account...