Shella

Quality Assurance Analyst

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Overview

Looking for part-time work (5 hours/day)

at $6.62/hour ($800.00/month)

Associates degree

Last Active

June 29th, 2026 (10 days ago)

Member Since

March 19th, 2019

Profile Description

As a skilled and detail-focused professional with experience in call evaluations and creating action plan to ensure compliance with client standards and regulatory requirements, I can make a substantial impact as a Quality Assurance Analyst.
My background lies in auditing calls, identifying trends, and recommending improvements while consistently completing deliverables in a timely manner.
I have 10 years of experience in this position and develop some skills in root cause analysis, task delegations, quality error trend reports and other management report. I do one on one coaching with agents to help them become successful in executing superior service to customers and able to provide immediate feedback.
I can identify calls that fails to meet predefined standards and recognize the issue.
I understood the priority of the company and evaluated call behaviors for regulatory compliance and adherence to policy.

Top Skills

Office and Administration » Quality Assurance

Experience: 10+ years

I have an excellent sales and technical account management background for Telco. Before joining Alorica, I held the same position at Xerox Business Services, where I was primarily responsible for Dental HMO insurance and focused on process improvement and customer experience. I have a solid Quality Assurance background, an eye for detail, and analytical and problem-solving skills. My professional experience includes identifying service improvements and developing programs that improve the overall quality of the customer's experience. I developed skills in identifying critical behaviors from call evaluations, providing trend analysis and actionable insight, facilitating calibration and QA talk, spearheading weekly business reviews with the Client, and monthly touch-based sessions with Operations.