Quality Assessor

• Apr 2021 - Present

▪ Promote a quality management system within Call Center Subscriber Operations. ▪ Conducting trend analysis report for Quality Assurance as a department. ▪ Evaluating customer interactions and rate employees’ competencies to service customers in accordance with defined quality standards. ▪ Compiling monthly reports on different campaign’s and how the team is performing. ▪ Correlating QA scores with customer feedback/surveys ▪ Measuring customers’ experience within Call Center Subscriber Operations. ▪ Monitoring the work of individual representatives and of the team ▪ Providing coaching and developing plans for learning and skills development ▪ Identify gaps as per service provided by employees ▪ Driving customer experience improvements Show less

Quality Coordinator

• Jun 2015 - Feb 2023