Senior Specialist CCS and Voice

Vendor Review Management – Key Areas 1. Relationship Summary and Key Updates High-level summary of the partnership Major events/changes since last quarter Organizational or leadership changes Escalation Matrix 2. Performance Review a. SLA and KPI Analysis Service uptime and availability Response and resolution times Quality metrics (accuracy, error rates, defects) TAT adherence for deliverables Outages/Operational Risk Events – Major/Minor Resources deployed (by tower, by skill levels (L1, L2, …