Quality Assurance Manager

QUALITY ASSURANCE MANAGER & TRAINER | J.SONS COMMUNICATIONS, ISB March 2015 - March 2018 Worked on USA based Final Expense Insurance Project. Listen to calls either recorded live or side-by-side while communicating feedback. Encouraging good practices and discourage bad ones. Identified calls failing to meet predefined standards and identified the problem. Implemented agent training and coaching initiatives. Understood the priority of the organization and evaluated call behaviors for regulatory compliance. Provided customer feedback and internal compliance feedback to management. Prepare & deliver management reports on time. Maintained an active role by working hard with dedication in raising the company’s profit and building a good reputation with clients abroad.