Hello,
I have 9 years of call center experience, 4 years working in a management position as a quality analyst, below some of my responsibilities:
Worked as a quality analyst for a financial account. I developed and enhanced certain tools that facilitated communication between quality assurance department and operations mainly using excel and VBA, for example:
- Call monitoring tracker for all lines of business for the campaign using excel and VBA.
- Enhance campaign’s agent scorecard
- Survey inspection monitoring tracker for the quality assurance department, using excel and VBA.
Metrics trends and data analysis to maintain and consistently improve our customer experience through strategies implementation and based on that, provide accurate recommendations and training if needed to influence metrics through agents performance, boosting positive behaviors and minimizing customer dissatisfaction.
Worked as quality analyst assign for the training dept. in which I have implemented changes such as weekly call listening sessions, high risk agent assessments for potential risk for the company, mentor’s training and development, one on one tool focus on agent’s improvement for the training dept., update and create quality assurance department presentations delivered to the trainings.
If you have questions please let me know.