Quality Assurance for both Phone & Digital Care

I have over two years of experience working as a Chat Support Representative, providing exceptional customer service through various channels such as phone calls, chat, text, emails, and social media. In my role, I initially handled phone calls for a home security system for the first six months. However, the company expanded its services and introduced new business lines, including digital support. I eagerly embraced this opportunity and transitioned to handling digital interactions, including chat, text, emails, and social media. After six months of successfully managing digital support, I pursued a new challenge within the company and applied for the position of Quality Assurance. I was selected for the role and assumed responsibility for evaluating the quality of digital interactions, ensuring they met the company's standards for customer service excellence. In addition to my QA duties, I continued to actively engage with customers through chat on a daily basis after completing my evaluation tasks.

I have over two years of experience working as a Chat Support Representative, providing exceptional customer service through various channels such as phone calls, chat, text, emails, and social media. In my role, I initially handled phone calls for a home security system for the first six months. However, the company expanded its services and introduced new business lines, including digital support. I eagerly embraced this opportunity and transitioned to handling digital interactions, including chat, text, emails, and social media. After six months of successfully managing digital support, I pursued a new challenge within the company and applied for the position of Quality Assurance. I was selected for the role and assumed responsibility for evaluating the quality of digital interactions, ensuring they met the company's standards for customer service excellence. In addition to my QA duties, I continued to actively engage with customers through chat on a daily basis after completing my evaluation tasks.

I am currently working full-time in one of the In-home Security Systems for homes and businesses in the US as a Quality Auditor in which my responsibilities include but are not limited to the following: • Ensuring the desired outcome of the company in providing world-class customer service and providing a 4E experience is achieved. • Making sure the organization's mission is achieved through listening to inbound and outbound calls, overseeing Digital interactions such as Chats, Texts, and Emails, and finding the root cause of the problem of each specific interaction. • Providing feedback based on the evaluation as mentioned above to the Quality Team Lead as well as Team Leads for general coaching to agents. • Proposing mitigations to policies and procedures for the Quality Lead to follow through on. • Input data gathered from the evaluation on google sheets to be used for weekly and monthly business reviews.

I have a foundational understanding of Microsoft Office 365 Excel and Google Sheets, with a focus on the basics of these spreadsheet tools. While my knowledge is not extensive, I am proficient in performing essential operations such as data entry, basic formatting, and simple formula calculations in both Excel and Google Sheets.

I have a foundational understanding of Microsoft Office 365 Excel and Google Sheets, with a focus on the basics of these spreadsheet tools. While my knowledge is not extensive, I am proficient in performing essential operations such as data entry, basic formatting, and simple formula calculations in both Excel and Google Sheets.