Quality Analyst

Utilized Microsoft Excel for daily and weekly QA audits, data tracking, and performance analysis. Experienced in cleaning and organizing large datasets, generating evaluation reports, and identifying trends to support continuous improvement in live chat operations.

Used Google Sheets extensively to monitor chat quality, log audit results, and maintain team performance dashboards. Responsible for organizing large volumes of data, automating tracking systems, and supporting QA insights with clear and structured reports.

Regularly used Google Forms to send and collect daily evaluation audits for chat operators. Ensured timely and organized feedback delivery, and maintained structured records of responses for performance tracking and coaching sessions.

Used Microsoft Outlook for daily communication, audit result distribution, and coordination with team leads and management. Ensured timely follow-ups, maintained organized email threads, and supported clear documentation of QA updates and client feedback.

Used Microsoft PowerPoint to create and update training materials, prepare QA calibration decks, and present audit findings in team meetings. Supported knowledge sharing and performance alignment through clear, organized visual presentations.

Experienced in reviewing live chat transcripts and accurately entering client details into a web-based CRM system (Ngage ICS). Responsible for creating case summaries, selecting appropriate legal areas of practice, and ensuring lead quality and completeness based on internal and client guidelines.