Experience

Achieve Test Prep - RN/BSN Nursing Credits by Exam

• United States
• E-Learning Providers
• 1 - 100 Employee

• Quality Assurance Specialist

  • Oct 2019 - Present

  QUALITY ASSURANCE SPECIALIST Duties Establishing metrics, applying industry best practices, and developing new tools and processes to improve speed and stability Providing biweekly team coaching to ensure services levels are in compliance with company needs all the time Attending calibration calls to ensure service compliance at all times Reviewing and improving existing QA processes, ensuring that the team efforts are coordinated and reliable Identifying areas of opportunity and guiding the team Documenting and updating existing procedures Writing detailed reports Show less



KCB Bank Group

• Kenya
• Banking
• 700 & Above Employee

• CHAT SUPPORT REPRESENTATIVE

  • Feb 2015 - Oct 2019

  • The primary point of contact to customers offering chat support • Ticket management support responding to customers' queries • Creating resourceful knowledge-based articles and updating FAQs at the help center. • Assisting customers with billing and payments concerns • Documenting and reporting the products and services quality levels • Team Coaching and training. • Developing the standard operating procedures (SOPs) • Virtually training customers and educating them to choose the right products members. • Supporting customers on the Phone when a chat is not enough Show less