Kristina

Lead, Quality Assurance

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Overview

Looking for full-time work (8 hours/day)

at $284,616.02/hour ($54,546,090.91/month)

High school diploma

Last Active

August 23rd, 2018 (2861 days ago)

Member Since

July 20th, 2014

Profile Description

I have been with the BPO industry and from being an agent, I was able to work my way up to being a Quality Assurance Lead. I am with the financial vertical, and as a QA Lead, I manage a team of Quality Analysts who do call monitoring.
Our goal is to attain process excellence and to hit this goal, we provide recommendations on how things can be better.
We also serve as Intel to Operations and Training providing them with different recommendations that may help ease learning curve, increase compliance and improve tools and knowledge base. On top of that, I also take part in different projects to help improve or drive performance. Projects are not limited to address quality of call handling but also on other metrics that may be influenced by Quality like Customer Satisfaction, First Call Resolution and Average Handle Time.
I am also tasked to send out reports on performance trends on a regular basis and this has pushed me to utilize Excel.

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Basic Information

Age: 45

Gender: Female

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Tests Taken: DISC
Dominance: 23
Influence: 18
Steadiness: 18
Compliance: 41: English
C2(Advanced/Mastery)

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