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Angela
Bilingual Quality Analyst
Contato
Competências
Performed compliance audits, data analysis, and performance improvement initiatives.
Provided accurate information, managed customer inquiries, and ensured satisfaction.
Analyzed audit results and KPIs to support operational improvements.
Delivered feedback, briefings, and collaborated extensively with internal teams.
Handled multiple tools and tasks simultaneously in high-pressure environments.
Formação acadêmica
Idiomas
Resumo
Experienced in quality audits, data analysis, and customer service management, with a focus on improving operational performance.
Principais conquistas
- Developed and implemented action plans to enhance agent performance at Teleperformance.
- Collaborated with the training department during nesting phases to improve onboarding quality.
- Participated actively in operational strategies based on KPIs, influencing quality control processes.
Experiência
Bilingual Quality Analyst
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
Take responsibility for the customer's problem, and follow up to ensure it has been resolved to their satisfaction., Constant and thorough study of the company's products and services., Ability to multitask and use different tools simultaneously., Delivered fast, friendly, and...