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@zilean99
Strive for the best
Georgia
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With over 5 years of experience in customer service and quality assurance within call centers, I excel at managing complex inquiries and driving high performance.
As a Customer Service Representative, I achieved top metrics in Average Handling Time, productivity, and QA scores.
Now, as a QA & Trainer, I focus on enhancing service quality through rigorous monitoring, process improvement, and team training. My commitment to quality and efficiency helps me contribute to organizational goals and a positive customer experience.
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desconectado •
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Gestión de comercio electrónico
I will be a quality assurance analyst in customer service, QA
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Quality Assurnace Analyst & Trainer
Helpware
Jan 2023 - Present • 3 yrs 4 mos
Audit Customer Interactions: Regularly review phone and email communications to ensure compliance with quality standards. Evaluate Performance: Assess and document the effectiveness of customer service representatives, providing feedback for improvement. Analyze Metrics: Identify trends and recurring issues through quality metrics and customer feedback. Implement Improvements: Develop and apply process enhancements to boost service quality and efficiency. Collaborate on Training and Training new waves: Work with training teams to update materials and conduct sessions to address skill gaps and promote quality standards. Conducting offboarding and new hire training. Prepare Reports: Create detailed reports on quality metrics and present recommendations to management. Utilize Feedback: Refine monitoring criteria and address issues based on customer feedback. Ensure Compliance: Conduct assessments to maintain adherence to policies and regulations. Stay Updated: Keep current with industry standards and best practices to ensure effective quality assuran
