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Alejandro
Quality Analyst with 13 years in Customer Experience Management
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Competencies
Expert in developing and implementing coaching strategies for team performance improvement.
Skilled in monitoring and evaluating quality standards in customer interactions.
Experienced in creating training materials and delivering effective training sessions.
Proficient in analyzing performance data to identify trends and improvement areas.
Excellent verbal and written communication skills, facilitating effective stakeholder engagement.
Education
Languages
Summary
Results-oriented Quality Analyst with over 13 years of experience in customer experience management and training development. Proven ability to improve service quality and enhance team performance through effective coaching.
Key Achievements
- Improved CSAT scores by implementing targeted training programs for agents.
- Designed action plans that enhanced call quality metrics significantly.
- Managed a team of Quality Analysts, consistently delivering detailed performance reports.
- Served as the main contact for quality assurance between clients and operations, enhancing communication.
- Conducted thorough audits leading to improved compliance with industry standards.
Experience
Quality Analyst
Monitor calls from dissatisfied customers to find the root cause and find a proper solution.. Keep track of CSAT score and report findings to the OM on a weekly basis. Recruit, train and supervise agents to work as internal QA auditors who’d listen to calls from all agents,. Collect data and report weekly QA scores to the OM.
Learning Specialist - Trainer
Provide product specific training to trainees.. Provide up-training to existing agents when required by the client or the company.. Review and submit areas of opportunity found on training material to the Learning Manager for its respective escalation to the client.
Quality Coach
Recruitment, training and supervision of Quality Analysts.. Managed team of Quality analysts. Deliver reports of weekly, monthly, quarterly and yearly results to the operations manager, specifying strengths and areas of opportunity.. Design action plans to address the areas of opportunity found in the call monitoring.. Schedule and attend internal and client guided calibration sessions.. Plan and execute projects as required by the OM or the client.
Quality Evaluator
Monitor calls from all agents from specific project. Deliver weekly, monthly, quarterly reports to the Quality supervisor, detailing strengths and areas of opportunity.. Design action plans to address the areas of opportunity found in the monitored calls.. Schedule and attend internal and client guided weekly calibrations. Review and redesign cubicle aids for the agents of the operation for better understanding on how to provide high quality service in compliance with the client’s guidelines.
Client Ops. Specialist / Coach
Serve as point of contact between supervised group and Client Success Managers in NYC for a “Software as a service” (SaaS) startup that manages online orders for some of the biggest restaurants in the US.. Supervise team of 10 - 20 agents who help franchisees and restaurant owners in the USA in the onboarding of their online ordering platform (set up, activation and launch), as well as in addressing any technical issue or change request via Zendesk.. Schedule and coordinate massive online platform launches, audit completed tasks and escalate areas of improvement to the client headquarters in the USA.
Training and Quality Manager
Assigned to one specific project in jeopardy due to decrease in results of applicable KPIs.. Serve as point of contact between the client and the contact center for quality and training topics. Manage the QA analysts team and the product specific trainer in regards to their performance and payroll.. Attend and deliver weekly, monthly, quarterly and yearly business reviews with the client, as well as with the operations manager of the project.. Coaching and feedback of QA analysts and the trainer based on performance and client’s recommendations.. Review of existing training material to find opportunities to improve the redaction and adapt it to the agents and trainees.
Quality Analyst
Monitor and audit calls from agents for an inbound sales client in North America working in the hospitality industry.. Provide feedback to agents with improvement opportunities.. Deliver weekly report specifying strengths and areas of opportunity to the QA Lead or Manager. Perform other duties as required by the client, the QAM or the staff members of the project (team leaders, trainer and OM) such as training new waves on the QA guidelines and handle certain escalations.
Doping Control Officer / Blood Collection Officer
Periodic review of IDTM guidelines, as well as the guidelines from the different sport federations that hire the services of IDTM, in order to perform all sample collections in compliance with their standards, always keeping in mind the latest updates of the ITA and WADA guidelines for testing athletes for doping control. The main goal is to meet or exceed expectations from the clients when carrying out the testing orders they request by meeting the highest standards for every aspect of the testing order and sample collection process.. Keep an inventory of sample collection equipment to ensure to have enough material for assigned testing orders throughout each quarter of the year, whether for In-Competition (IC) or Out-of-Competition (OOC) testing orders.. Review the testing order requests from the Program Managers (PM) in order to determine if it can be done, based on existing inventory, the time frame established by the client, the location of the target athlete and the DCO’s time availability.. Create an estimated budget for the assigned testing order, taking into account all expenses and sample collection fees.
Skills
Video Transcript
DCO - Air Traffic Control
I'm recording this video with no previous preparation because I just said the ad and I'm really interested in working in logistics. I have experience in logistics as a top control officer, dispatch in collected blood and urine samples to labs in USA and Canada. I also have experience in quality assurance and I'm also a new traffic controller looking for a safe house in good coordinators so I can work under pressure with total efficient