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Quality Analyst with 5+ years of expertise in process improvement
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Competencies
Proficient in data cleaning, KPI monitoring, reporting, and exploratory data analysis to support decision-making.
Experienced in QA scorecards, audits, calibration, root cause analysis, and implementing process improvements.
Provided high-quality customer support via email and chat, handling inquiries efficiently and accurately.
Created and delivered training materials, conducted QA huddles, and collaborated with leadership for process enhancements.
Skilled in Power BI, Excel, and EDA for data analysis, reports, and visualization supporting quality improvement.
Education
Languages
Summary
Passionate about enhancing quality standards, driving process improvements, and supporting customer experience through data-driven insights and team collaboration.
Key Achievements
- Reviewed calls, emails, chats, and tickets to identify process gaps and ensure adherence to quality standards.
- Developed training materials from QA findings and contributed to knowledge base updates, enhancing team knowledge.
- Led calibration sessions with team leaders and QAs to ensure evaluation consistency and improve quality metrics.
Experience
Quality Analyst
Reviewed calls, emails, chats, and tickets to identify process gaps and ensure agents adhered to quality standards., Delivered detailed feedback to agents and recommended personalized action plans for performance improvement., Updated quality guidelines and maintained QA scorecards to reflect...
Customer Service Representative
Managed and prepared hotel and flight reservations for business travelers., Verified and validated legal information on corporate invoices., Responded to customer requests via email, ensuring timely and accurate support.
Travel Associate
Provided detailed information to passengers regarding flights, services, and travel procedures., Assisted with new bookings, flight modifications, and cancellations., Ensured high-quality customer service in accordance with airline standards.