Das ist der Job
Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future.
Darum lohnt es sich
Partnership & Culture
• Act as a collaborative partner to Operations, Training, and Leadership, reinforcing a culture of accountability and growth.
• Advocate for the customer while supporting agent development with professionalism and empathy.
• Support leadership with insights into team health and readiness through data‑driven reporting.
Responsibilities
• Conduct regular quality audits of customer interactions (calls, emails, chats) and score them using established QA scorecards.
• Identify critical errors, knowledge gaps, and behavioral trends, then deliver prioritized feedback to supervisors.
• Participate in calibration sessions to maintain scoring consistency and support re-score requests with evidence‑based reviews.
• Identify recurring issues and systemic gaps impacting customer experience, providing insights for training and SOP updates.
• Contribute ideas that improve agent workflows, efficiency, and quality outcomes.
• Maintain accurate QA documentation and audit records for transparency and accountability.
Our employees are our most valuable resource, and we foster a promote‑from‑within culture that prioritizes talent development, career growth, and purpose‑driven work.
