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Andrés
QA Auditor
Contato
Competências
Proficient in evaluating call interactions to ensure compliance with corporate standards and ethics.
Experienced in assisting diverse clients via phone, email, and chat, ensuring customer satisfaction.
Skilled in designing and delivering training to improve team performance and policy adherence.
Bilingual fluency in English and Spanish, facilitating effective client and team interactions.
Formação acadêmica
Idiomas
Resumo
Dedicated professional with over 3 years in call center environments, specializing in quality auditing, training, and bilingual support. Committed to enhancing customer satisfaction and operational excellence.
Principais conquistas
- Ensured quality compliance by auditing agent interactions, leading to improved service standards at Concentrix.
- Developed and delivered comprehensive training programs at Konecta, enhancing agent adherence to company policies.
- Provided bilingual customer support, resolving issues efficiently across multiple communication channels for IntouchCX.
Experiência
QA Auditor
Ensuring that agents were following the corporate client's procedures and ethics by auditing their phone call interactions, Providing feedback and retraining necessary to maintain the quality of their performances.
Trainer
Providing agents all the necessary tools and knowledge to ensure adherence to company policies, Maintaining customer's trust and loyalty.
Customer Service Representative
Assisting English- and Spanish-speaking clients via phone calls, emails, and live chats, Tracking and supporting deliveries, Resolving any issues that may arise before, during, or after the packages reach the customers, Providing support for issues related to the operating system, such as the website or mobile app.