Angela - Quality Analyst with 5+ years in Customer Service & QA

Lima, Lima Province, Peruen

Developed and implemented action plans to enhance agent performance at Teleperformance.

Collaborated with the training department during nesting phases to improve onboarding quality.

Published on CazVid

Summary

Experienced in quality audits, data analysis, and customer service management, with a focus on improving operational performance.

Key Achievements

Participated actively in operational strategies based on KPIs, influencing quality control processes.

Skills

Quality assuranceAvanzado

Performed compliance audits, data analysis, and performance improvement initiatives.

Customer relationship managementIntermedio

Provided accurate information, managed customer inquiries, and ensured satisfaction.

Data analysisIntermedio

Analyzed audit results and KPIs to support operational improvements.

Effective communicationAvanzado

Delivered feedback, briefings, and collaborated extensively with internal teams.

MultitaskingIntermedio

Experience

Bilingual Quality Analyst

Teleperformance

Jul 2024 - Current

Analyze compliance with quality guidelines through audits., Provide statistical information on audited agents., Provide feedback to agents when results are critical or requested., Develop and provide recommendations based on the results to improve performance., Actively participate in internal...

Customer Service Advocate

Teleperformance

Sep 2023 - Jun 2024

Take responsibility for the customer&#x27;s problem, and follow up to ensure it has been resolved to their satisfaction., Constant and thorough study of the company&#x27;s products and services., Ability to multitask and use different tools simultaneously., Delivered fast, friendly, and...