Marvin

Quality Assurance | Business Process | Lead Generation 

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Overview

Looking for part-time work (4 hours/day)

at $9.00/hour ($792.00/month)

Associates degree

Last Active

September 15th, 2024 (22 days ago)

Member Since

October 10th, 2019

Profile Description

As a Senior Quality Analyst, I closely work with Operations and Training Teams to identify and analyze agent performance, trends and areas of improvement through audits. The role entails being well versed on the program and be considered as an expert on the products, processes, and policies. Doing root cause analyses on performance trends is one of my important tasks as this helps Operations Team identify opportunities that when worked on would translate to better performance. These RCA inputs are also being used by the Training Team in order to determine the business unit's training needs. Regular meetings with different workstreams are also part of my daily work rhythm.
Duties and Responsibiilities:
1. Evaluate, analyze and document the peformance of agents through call audits and other work outputs.
2. Develop, interpret and implement the Quality Management Process.
3. prepare reports and quality data to be shared and discussed with the Operations and Training Teams and other workstreams.
4. Lead and conducts calibration sessions.
5. Analyze data to identify trends, behaviors and areas of improvement through audits.
6. Partner with Training to identify opportunities and trends to help determine training soolutions to address the areas for improvement.
7. To work closely with Operations to ensure that agents are able to receive the coaching for the feedback given through the audits conducted and to be able to strategize along with other workstreams to ensure that key performance indicator goals are met.

Top Skills

E-Commerce » Inventory Management » Quality Control

Human Resources

Office and Administration » Email Management

Other Skills

Customer Support

Office and Administration » Transcription

Office and Administration » Data Entry

Office and Administration » Travel Planning

Real Estate » Appointment Setting

Customer Support » Email Support

Customer Support » Phone Support

Customer Support » Forum Community Moderation

Customer Support » Content Management

Office and Administration » Microsoft Excel

Office and Administration » Personal Assistant

Basic Information

Age
37
Gender
Male
Website
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Address
Cainta, Rizal
Tests Taken
None
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