Evaluation of the calls.
Conduct feedback sessions with agents.
Reporting and maintaining the data base

Evaluation of the calls, emails and chat in call center.
Conduct feedback sessions with agents.
Reporting and maintaining the data base.
Team management, distributing the calls, maintaining the reports of the agents.
Under my supervision I improved and innovated the working method of QA department as a result that improved the project quality.
Introduced the excel sheets to manage the data and consolidate the weekly & monthly performance reports.
Calibration sessions conducted with agents in presence of client (US Client).

Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
Carries out supervision, coaching, training, reviewing and disciplining of all operators/agents.
Attends, follows up & resolves customer complaints.
Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc.

Worked as a QA analyst in Quality Assurance department to insure the quality work, increase agents efficiency through behavior, sessions/training and modification, and enhance quality service for customer.

Worked as a quality checker on several types of Mortgage and Land related documents, policy, commitments, CPL and Policy Jackets.

Policy Documentation
Land Survey recording
Data entry of Land and Mortgage Documents
Land Tax searching and verification
Generate the Policy commitment and Jackets.