Quality Analyst

I have also experience managing customer inquiries through email with a focus on accuracy, professionalism, and timely resolution. I assist customers with account-related concerns, mobile services, billing inquiries, and technical issues while ensuring clear and effective written communication. I am skilled at investigating customer concerns, following established procedures, documenting cases thoroughly, and providing solutions that enhance the overall customer experience. My background in quality assurance enables me to maintain high standards of accuracy, compliance, and attention to detail in every interaction.

As a Chat Support Specialist, I have experience providing timely and professional assistance to customers through live chat and email. I handle inquiries related to account management, mobile services, billing, and technical issues while maintaining a high level of customer satisfaction. I am skilled at troubleshooting problems, explaining complex information in a clear and simple manner, and resolving concerns efficiently. My background in quality assurance and team leadership has strengthened my attention to detail, communication skills, and ability to deliver accurate and empathetic support in a fast-paced environment.

As a Quality Analyst with experience supporting both LAdmins and TELUS, I specialize in monitoring and evaluating customer interactions across calls, chats, and emails to ensure compliance with quality standards. I conduct detailed audits, identify performance gaps, and provide constructive feedback to agents and team leaders to improve service delivery. My experience includes analyzing customer satisfaction metrics, recommending process improvements, and ensuring adherence to company policies and procedures. With a strong attention to detail, analytical mindset, and background in customer service and leadership, I am committed to driving continuous improvement and enhancing the overall customer experience.