The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
SLA Adherence (Individual/Team Segment)
The percentage of time your assigned operational segment meets its contractual Service Level Agreements (SLAs). This could be anything from response times to resolution rates.
Target · Consistently 95% or higher across all assigned SLAs. If your segment's SLA is to resolve 90% of customer queries within 24 hours, you'll aim for 95% or better, meaning 95 out of 100 queries are closed on time.
Process Efficiency Improvements Identified
The number of tangible process inefficiencies or data discrepancies you spot and propose solutions for within your area.
Target · Identify and document 3-5 potential improvements per quarter. You might notice that a specific data entry step causes frequent errors, so you'd propose a small change to the workflow or a new validation check that saves 10 minutes per transaction.
Quality Score Contribution
Your contribution to maintaining or improving the quality scores for the work your segment handles, as measured by our QA team.
Target · Maintain an average quality score of 90% or above for your segment. If the QA team reviews 50 cases from your segment, you'd want at least 45 of them to meet all quality criteria, like accuracy, completeness, and adherence to client guidelines.
New Hire Proficiency Rate (Mentored)
The percentage of new team members you've informally guided who reach their target performance metrics within their first 3 months.
Target · 80% of new hires you've mentored achieve 90% proficiency within 90 days. You help two new agents get up to speed. If one hits their targets and the other doesn't quite make it, you're at 50% for that quarter. We're looking for you to help them get there.
Proactive Problem Identification
How well you spot potential issues before they become big problems, especially related to client service or operational bottlenecks.
- You're bringing up potential risks in weekly team meetings, not just reacting to them. You've flagged a trend in customer complaints that could lead to an SLA breach next month, or you've noticed a dip in team morale that might affect quality. You're not just reporting problems
- you're seeing them coming.
Effective Peer & Junior Guidance
Your ability to informally guide junior team members, clarify processes, and share best practices without formal authority.
- Junior colleagues come to you for advice before escalating. You're often seen explaining a complex process or showing someone a trick in Salesforce. Your Senior Specialist notices that new joiners you've worked with ramp up faster and make fewer basic errors.
Process Adherence & Documentation Quality
How meticulously you follow established Standard Operating Procedures (SOPs) and how well you document any deviations or new approaches.
- Your work consistently passes internal audits without major findings. When a new process is rolled out, you're among the first to fully adopt it. If you discover a better way to do something, you're documenting it clearly and proposing it for review, rather than just doing your own thing.
Client Relationship Support
Your contribution to maintaining a positive relationship with our client's operational contacts, even if it's just through clear, timely updates and reliable delivery.
- Client operational contacts specifically mention your helpfulness or clarity in communications to your Senior Specialist. They trust your updates on specific tasks. You're seen as a reliable point of contact for routine queries related to your area.
