Quality Analyst | Virtual Assistant | CS Service Expert 

Overview

Looking for part-time work (4 hours/day)

at $6.00/hour ($528.00/month)

Bachelors degree

Last Active

November 27th, 2024 (3 days ago)

Member Since

September 2nd, 2020

Profile Description

Dedicated and highly skilled professional with over 14 years of comprehensive experience in the Business Process Outsourcing (BPO) industry, specializing in Quality Assurance and Training roles. I have a proven track record of enhancing operational efficiency and elevating customer service quality. My diverse background encompasses roles as a Quality Analyst, Trainer, Team Leader, and Virtual Assistant. I have consistently demonstrated my ability to drive teams toward meeting and exceeding productivity goals while maintaining the highest standards of customer satisfaction.

My expertise includes:

Quality Assurance and Training: I have an extensive background in developing, implementing, and monitoring quality assurance programs. This includes evaluating audit findings related to Customer Service Satisfaction Ratings and handle times, preparing detailed reports to communicate quality outcomes, and facilitating regular QA calibrations and team huddles. My commitment to maintaining operational proficiency led to the creation of innovative training materials and initiatives.

Leadership and Team Management: As a Team Leader, I effectively managed new hire agents, providing performance feedback and coaching on an ongoing basis. I have a proven track record of supervising, training, and developing customer service agents, ensuring they consistently meet productivity goals during transitional periods. I also assist in administering performance reviews and have experience preparing warnings and communicating effectively with employees on corrective actions.

Client Collaboration: I have a strong history of collaborating closely with clients, including being part of pioneer teams for account launches. My role included working with clients to launch new account splits and assisting in generating in-depth analysis of existing processes to drive continuous improvement. My contributions extend to attending meetings and calibrations with clients and stakeholders to provide actionable data.

Process Optimization: I possess a keen analytical mindset, which has been instrumental in re-structuring QA scorecards, call center reports, and designing Power BI dashboards. I have also been responsible for creating targeted QA audit forms, conducting audits, and ensuring adherence to quality standards.

Resource Management: My experience extends to managing teams of Quality Analysts, overseeing daily activities, and onboarding new teaUpgrade to see actual infombers. Additionally, I have been involved in screening and interviewing candidates for QA and Team Lead positions.

Administrative Skills: My administrative capabilities include handling various tasks such as credit audit, invoice reviews, payment reminders, email and calendar management, and assisting outsource partners in obtaining client information.

I am a proactive, results-driven professional committed to fostering a culture of excellence and continuous improvement within organizations. My ability to combine leadership, analytical skills, and a customer-centric approach makes me a valuable asset in delivering exceptional service and optimizing operational performance.

If you are seeking a seasoned professional who can contribute to your organization's success through a unique blend of BPO expertise, leadership, and process optimization, I welcome the opportunity to discuss how my skills and experience align with your needs