This is my profileContact via CazVidJose
Quality Assurance Leader with 8+ years in Customer Service
Contact
Competencies
Applied quality assurance principles including KPI analysis, process improvement, and data-driven reporting to enhance operational standards.
Worked with various departments to implement quality initiatives, optimize workflows, and achieve strategic goals.
Developed and facilitated training programs to improve agent performance and reduce errors.
Served as primary client liaison to deliver insights, strategize improvements, and ensure satisfaction.
Utilized analytical tools to track quality metrics, report findings, and drive process enhancements.
Education
Languages
Summary
Experienced quality leader with a focus on process optimization, team leadership, and cross-functional collaboration in customer service environments.
Key Achievements
- Led a team of 12+ analysts, achieving a 23% improvement in QA accuracy.
- Designed a QA framework that reduced error rates by 18% in the first quarter.
- Partnered with cross-functional teams, increasing CSAT scores by 15%.
Experience
Quality Team Manager
Led a team of 12+ quality assurance analysts across multiple programs, improving overall QA accuracy by 23% through strategic coaching, calibration sessions, and performance optimization., Designed and implemented a standardized QA framework and scorecard that reduced error rates by 18% within the...
Quality Team Lead
Spearheaded performance tracking by analyzing key performance indicators (KPIs) across multiple project teams, enabling a 20% improvement in individual contributor outcomes through targeted coaching and feedback., Developed and implemented standardized operating procedures (SOPs) and best practices...
Quality Team Lead
Led a cross-functional quality assurance team of 12+ agents, achieving a 25% improvement in call audit scores within three months through targeted coaching and performance management., Implemented a streamlined QA feedback loop that reduced resolution time on quality issues by 30%, enhancing...