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概要
Skilled Quality Assurance and Training Specialist with proven attention to detail, thorough approach, and analytical mindset.
Accurate in daily reviews and large-scale analysis.
Always willing to take on any task. Adapts quickly to new needs and policies. Skilled in planning and implementation of new employee orientation programs.
Love to watch movies and playing Battle Royal Games.
Graduate in Mathematics.
工作经历
Quality Assurance and Training Lead
Trained agents in updated processes, leading classes, and preparing manuals for ongoing support.
Maintain and develop internal support and call center quality standards
Evaluation of support agent\'s conversations (calls, emails, chat)
Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
Give recommendations for process improvements based on the customer experience and feedback.
Compile and track performance for teams and individual level.
Lead calibration sessions and breakout training sessions as needed.
Support new hire and on-going QA training initiatives as needed.
Quality Assurance and Training Specialist
Trained agents in updated processes, leading classes, and preparing manuals for ongoing support.
Evaluation of support agent\'s conversations (calls, emails, chat)
Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
Give recommendations for process improvements based on the customer experience and feedback.
Compile and track performance for teams and individual level.
Lead calibration sessions and breakout training sessions as needed.
Support new hire and on-going QA training initiatives as needed.
Customer Services Associate
Delivered fast and friendly service regarding questions and service complaints.
Managed customer calls efficiently in a fast-paced call center environment.
Referred unresolved customer grievances to designated departments for further investigation.
Met inbound customer needs while maintaining strict performance targets.
