2022 to 2024
I developed segment-based measures that distinguished agent and customer response timing. That made the definition of a measure part of the work, alongside the dashboard used to display it.
I also partnered with AI/ML and quality teams on scoring rubrics and calibration, and contributed to the implementation of a coaching platform. These contributions belonged to my Chat operations role, before the separate Program Manager assignment.
Decisions
Define the measure before using it
Separate different response intervals so the label matches the customer interaction.
Test with the people using the data
Work through dashboard calculations and user acceptance testing with data partners.
Collaborators
- Data partners: Collaborated on the dashboard model, calculations, and testing.
- AI/ML and quality teams: Worked on scoring rubrics and calibration.