Quality Analyst

Personal summary

I am currently working as a Quality Analyst dedicated in making sure our guildelines are being strictly followed with every interaction of agents to our customers while helping them maximize their skills and abilities for best customer experience. In this current position, my daily duties include monitoring live chats and listening to recorded voice calls to ensure agents and team leaders are following the guidelines created by the Quality Team to meet with the clients' needs and expectations as well as hit the KPIs and secure the employees' bonuses. I have also worked as a Senior Agent - Mentor who thrives in roles where I feel I can make a real difference. In this position, my daily duties included answering messages and queries via chat, and making outbound calls upon customer’s request. I am an expert at identifying customers’ needs to match their requirements with the company’s products and explaining the benefits as well as providing all necessary details of the customer’s orders. The recent challenges in my job have been the customers who complain or cancel their orders, simply because my fellow agents cannot explain the upfront / billing charges when the prospects sign up for the services and agree with the equipment contracts. I designed a promo calculator on a Microsoft EXCEL file to share with my colleagues to be able to provide accurate computations and avoid confusions which can also save cancellations in the future. This has been a huge help when it comes to setting proper expectations for the upfront / monthly costs. I also created another way to help support our agents by sharing multiple notebooks saved in OneNote. This includes several important links and summarized resources as a quick reference guide. On a personal level, I am a confident individual who has impeccable communication skills and the ability to inspire the people around me. My key strengths lie in my ability to make proper recommendations by asking effective questions and building good relationship with my customers.

Skills

Microsoft Office 3656 Affiliate marketing3 Call Center3 E-mail marketing1 Recruiting2 Coaching1 Quality assurance systems1 Quality management1