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Catalina
Quality Assurance Analyst
Contato
Competências
Expertise in evaluating customer interactions, documenting findings, and ensuring adherence to QA standards.
Proficient in managing customer data using Salesforce and Kustomer, handling billing, subscriptions, and updates.
Experienced in supporting US-based customers via chat, email, and voice channels with a focus on issue resolution.
Skilled in analyzing QA scores, recognizing trends, and supporting operational improvement efforts.
Demonstrated ability to work effectively with diverse customer bases and team members.
Formação acadêmica
Idiomas
Resumo
Experienced QA analyst with over 3 years in customer support environments. Skilled in performance evaluation, CRM management, and analytical reporting. Adept at coaching teams and supporting operational excellence across multilingual settings.
Principais conquistas
- Evaluated 30–40 customer interactions weekly, ensuring quality, accuracy, and compliance in both English and Spanish.
- Conducted coaching sessions and provided detailed feedback, leading to improved agent performance.
- Analyzed QA scores and trends to support operational decisions and identify improvement opportunities.
Experiência
Quality Assurance Analyst
Evaluated 30–40 customer interactions per week across chat and voice channels in English and Spanish, ensuring quality, accuracy, and policy compliance., Reviewed CRM documentation and system updates, including billing and subscription-related cases, following QA guidelines and KPIs., Delivered...
Customer Service Representative
Supported U.S.-based customers via chat, email, and voice channels, focusing on efficient issue resolution., Managed customer accounts using CRM tools (Salesforce, Kustomer), including billing inquiries, plan changes, and subscription updates., Processed product orders and service enrollments for...