Customer Service Call Quality Assurance Specialist

Provides technical and customer support assistance to clients/employees/executives and personal owners on their hardware and software issues. This includes hardware configuration on laptops, desktops and printers. We also configure and troubleshoot software related concerns for Mac an Windows operating system. Also provides Total Solution Sales support for good and positive customer experience. Also did administrative tasks and duties such as daily statistic reports, trackers, and weekly team statistic reports. Was also assigned as Dispatch Officer for the team (administrator of dispatch/parts replacement processing statistics).

Recommend and implement corrective actions to ensure compliance with quality standards. Develop and update training materials and guidelines as needed. Review documentation and processes, identifying and documenting any non-compliance issues. Perform call monitoring for third-party collection agencies/BPO and Voicebot systems according to approved quality guidelines. Evaluate agent performance, adherence to scripts and quality of customer interactions. Communicate quality trend results to vendors and internal top stakeholders. Present data on quality trends, highlighting key findings and areas of concern. Collaborate with vendors to ensure understanding and implementation of necessary improvements. Prepare and discuss comprehensive monthly reports to top stakeholders and summarizing assigned reviews. Include specific recommendations to address top or recurring findings. Track the implementation of recommendations and their impact on quality standards.

Supervise the calibrations/meetings/roll outs/huddles with Team Leaders, Operation Managers, Training Department and new hires. Lead New Hires by facilitating call listening sessions, mock calls and process refreshers. Daily and weekly reports are ensured to be submitted for real time and weekly tracking. Provide Root Cause Analysis as needed when it comes on the operations KPI's. Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities. Collaborate with call quality team members, QA Supervisor, QA Manager and QA Director to identify and streamline QA processes and implement process standards that enhance service delivery. Work in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that targets the objectives of the business. Provide risk management by reviewing and analyzing the root cause of the problems, possible solutions and provide actionable and analytical insights for performance improvement.