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Quality Assurance Analyst with 5+ years in customer service & operations
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Competencies
Applied quality monitoring, calibration, and training needs assessment across operational teams.
Handled customer inquiries via email and provided de-escalation and loyalty strategies.
Monitored individual and team performance through audits and key trends analysis.
Supported design and deployment of evaluation automation tools to enhance quality processes.
Education
Summary
Experienced QA analyst with a focus on quality standards, performance monitoring, and customer satisfaction within the customer service industry.
Key Achievements
- Participated in designing scorecard formats and quality standards across multiple roles.
- Led calibration sessions and implemented analytical tools for evaluation process automation.
- Supported training and quality initiatives to improve service consistency and compliance.
Experience
RCM QA ANALYST
Participate in the design the scorecard formats and quality standards., Monitor individual and team performance through audits, tracking key trends and deviations., Lead and facilitate calibration sessions with management to ensure consistency in evaluations., Provide actionable insights and data...
QUALITY ASSURANCE ANALYST
Conduct random and focused listening based on service needs., Provide global and specific feedback to all stakeholders (agents and staff) involved in the evaluation process., Alert to the Operation Staff and Management about service deviations and behaviors., Perform administrative calibrations of...
CUSTOMER SERVICE REPRESENTATIVE (Voice & Back Office)
Respond to customer emails promptly with accurate and courteous communication., Coordinate the email team to ensure timely and effective handling of inquiries., Support supervisors by resolving inquiries and de-escalating customer issues of the operation members., Offer personalized solutions and...