Assistant Quality Assurance Manager

• Jun 2023 - Present

Senior Quality Analyst

• Jun 2022 - Apr 2023

Perform audits, identify gaps in compliance with QMS. Track quality SLA’s and key metrics and provide corrective and preventive actions. Visualize data and performance metrics to identify trends and patterns, and make recommendations for process improvements Develop and implement quality management programs, policies, and procedures to ensure compliance with industry standards and regulations Provide training and coaching to team members on quality standards and procedures Coordinate and facilitate calibration sessions with client and internal stakeholders to identify root causes of quality issues and develop solutions to address them Provided training and coaching to team members on quality standards. Show less

Quality Assurance Analyst

• Jul 2021 - Apr 2022

Daily audits and provide Feedbacks to the agent to improve their capabilities. Root Cause Analysis on the issues through the audit evaluation and present the recommendation for improvement with operations or team leaders. Use trends to identify training needs and developing action plans. Awareness of updates and initiatives among agents through conducting calibration sessions. Daily audits and provide Feedbacks to the agent to improve their capabilities. Root Cause Analysis on the issues through the audit evaluation and present the recommendation for improvement with operations or team leaders. Use trends to identify training needs and developing action plans. Awareness of updates and initiatives among agents through conducting calibration sessions.

Quality Analyst

• Jul 2018 - Jul 2021

Daily audits and provide Feedbacks to the agent to improve their capabilities.Maintaining the accuracy trackers, Quality Dashboard, and other trackers.Develop and conducts targeted group coaching sessions for team that address ServiceQuality deficiencies and/or improvement opportunities.Use customer service expertise to assess existing practices and procedures forprocess improvement opportunities with Call Center teams and sites.Use trends to identify training needs and developing action plans.Awareness of updates and initiatives among agents through conducting calibrationsessions.Support management focus on review of key drivers, metrics and operationalprocesses that drive KPI results. Show less

Quality Analyst

• Jul 2018 - Jun 2021

Daily audits and provide Feedbacks to the agent to improve their capabilities. • Maintaining the accuracy trackers, Quality Dashboard, and other trackers. • Develop and conducts targeted group coaching sessions for team that address Service Quality deficiencies and/or improvement opportunities. • Use customer service expertise to assess existing practices and procedures for process improvement opportunities with Call Center teams and sites. • Use trends to identify training needs and developing action plans. • Awareness of updates and initiatives among agents through conducting calibration sessions. • Support management focus on review of key drivers, metrics and operational processes that drive KPI results. Show less

Process Associate

• Sep 2015 - Dec 2017