Savannah Dorris

Social Care Facilitator / Team Lead / Quality Analyst

Concentrix

12.2017 - Current

Lead and mentor a blended team of 20+ Tier 1 and Tier 2 agents across social media and inbound support programs, ensuring high performance and collaboration.
Conduct weekly QA reviews, one-on-one coaching, and performance evaluations focused on accuracy, empathy, and tone.
Develop individualized performance improvement plans that drive measurable gains in KPIs, including Time to Answer Rate (TAR), tNPS, and quality assurance scores.
Oversee team scheduling, time tracking, and payroll, while boosting morale through employee engagement programs, team newsletters, and recognition efforts.
Serve as a liaison for high-stakes client escalations, providing swift resolution and maintaining customer satisfaction.
Facilitate new hire onboarding for product knowledge, systems navigation, and compliance, including security and privacy protocols.
Coach agents during nesting phases, offering live support, feedback, and performance tracking to ensure a confident transition to production.
Collaborate with L&D teams to revise training materials, streamline workflows, and improve call flows based on frontline insights.
Lead internal coaching calibrations and client workshops to promote alignment on quality standards and brand voice.
Perform in-depth QA audits across social, chat, and phone support, identifying key trends and providing targeted coaching to elevate issue resolution.
Improve operational efficiency by refining documentation workflows, CRM tagging practices, and knowledge base utilization.
Align internal processes with client expectations to optimize escalation handling, legal compliance, and SLA adherence.
Generate and present detailed performance reports, highlighting agent trends, QA scores, and customer experience metrics for leadership review.