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Quality Assurance Analyst with 5+ years in BPO and education
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Competencies
Conducted quality assessments and provided actionable feedback to improve service quality.
Effectively communicated with agents and clients to facilitate feedback and performance improvements.
Scheduled and conducted coaching sessions to support agent development.
Ensured accuracy and compliance in quality assessments and client interactions.
Adjusted to different roles and client requirements across multiple organizations.
Education
Languages
Summary
Quality Assurance Analyst with over 5 years of experience in BPO and education, specializing in compliance, coaching, and process improvement. Skilled in client communication, team collaboration, and quality monitoring.
Key Achievements
- Provided compliance feedback to agents at Collective Solutions
- Conducted calibration and call listening sessions to improve quality
- Scheduled coaching sessions and liaised with clients at Remote Reps
Experience
Pre-school Teacher
None specified
Quality Assurance Analyst
Provided feedback to the agents to ensure compliance with the client's requirements, Conducted meetings like Calibrations and Call Listening Sessions with the client and the reps
Quality Assurance Analyst
Scheduled Coaching Sessions with the agents, Met with the clients for updates or improvements