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Quality Analyst with 5+ years in Customer Service & QA
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Competencies
Performed regular audits and analysis to ensure product and process quality compliance.
Handled customer interactions, complaints, and account processing across multiple roles.
Supervised team performance, provided feedback, and developed growth plans.
Analyzed survey/test data and generated reports to guide improvements.
Proficient with MS Office Suite and Google Workspace for documentation and communication.
Education
Summary
Experienced in quality assurance, client support, and team management across customer service environments.
Key Achievements
- Conducted quality assurance audits ensuring standard adherence at Concentrix.
- Analyzed test results and produced reports with actionable insights.
- Led performance oversight for global first line agents, establishing operational standards.
Experience
Quality Analyst
Perform regular quality assurance audits to ensure adherence to established standards and regulatory compliance., Analyze test results and produce comprehensive reports detailing findings and recommending actionable improvements., Conduct detailed statistical analysis to identify trends, issues, and areas for improvement in product and process quality.
Tier 2 Agent
Oversee the overall performance and reliability of the global first line agents by establishing and implementing technical and operational standards aligned with their current metrics., Identify areas for improvement and develop corresponding growth plans., Offer coaching and actionable feedback to team members.
Customer Service Representative
Provide introductory information to prospective and new customers., Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, Keep records of customer interactions, process customer accounts and file documents.