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.
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.
Shaday Bilingual School
None specified
Collective Solutions
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
Remote Reps
Scheduled Coaching Sessions with the agents, Met with the clients for updates or improvements
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Adjusted to different roles and client requirements across multiple organizations.
