My background includes serving as a Quality Analyst for more than 10 years, Trainer for 2 renewal Australian accounts for a year, Outbound sales representative for a US telecommunication company and a Third-party verifier for across all sites of Ebridge account.
Most recently, I worked as a Senior Training and Quality Analyst at Concentrix, where my responsibilities include the following;
· Handling multiple accounts and developing people to their full potential.
· Conducting Client Services such as facilitating client calibrations and handling escalations.
· Evaluating calls according to client and company standards and effectively communicate and escalate results to operational team.
· Identification and evaluation of agent’s and qa's behavior and areas of improvements.
· Providing appropriate solutions and recommendations.
· Prepares QA/CSAT daily, weekly and monthly reports, Session Notes for both internal and external calibrations.