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Homero
Analista de Control de Calidad con 5 años de experiencia en contact centers
Contact
Competencies
Monitoriza llamadas y procesos para asegurar cumplimiento de estándares de calidad.
Proporciona retroalimentación constructiva y sesiones de entrenamiento para colaboradores.
Genera y analiza informes de calidad para identificar tendencias de mejora.
Trabaja con equipos y supervisores para optimizar procesos y estándares de calidad.
Participa en la creación de programas y recursos para formación de CSR.
Education
Languages
Summary
Analista de QA con amplia experiencia en evaluación de llamadas, coaching y mejora continua en entornos de contact center.
Key Achievements
- Implementó mejoras en procesos de evaluación de calidad, contribuyendo a estándares más precisos.
- Desarrolló y ajustó programas de entrenamiento para mejorar habilidades de CSR.
- Lideró iniciativas para monitorear y optimizar satisfacción del cliente en servicios de call center.
Experience
Quality Assurance Analyst
Monitoring and evaluating recorded and live customer calls to ensure adherence to quality standards., Providing detailed feedback and conducting coaching sessions with CSRs to enhance their skills and performance., Collaborating with team leaders and supervisors to address performance issues and develop improvement plans., Maintaining accurate records of call evaluations, feedback, and coaching sessions., Generating and analyzing QA reports to identify trends, areas for improvement, and training needs., Ensuring compliance with company policies, industry regulations, and quality standards., Participating in development and enhancement of QA processes, tools, and methodologies., Collaborating with QA team and other departments to identify and implement best practices., Contributing to development of training materials and programs to improve CSR performance., Monitoring customer feedback and satisfaction scores to identify areas for improvement., Implementing initiatives with customer service team to enhance customer experience., Advocating for customer by ensuring that quality standards align with customer expectations and needs.
Commercial Manager
Identify clients, businesses and operational needs and service provision to meet requirements and provide solutions., Participate in development strategies for potential business customer base., Developed strategic initiatives based upon company objectives aimed at accelerating growth., Conducted research to develop detailed business plans for commercial opportunities and expansion., Planned, coordinated, and implemented commercial sales functions and processes., Conduct market research and analysis to identify business opportunities for call center and digital solutions., Increase income by obtaining new accounts (120% quota compliance)., Managed and analyzed budgets, P&L, balance sheets and sales reports., Built relationships with clients to establish new contracts., Achieved sales goals and service targets by cultivating and securing new customer relationships., Supervise daily activities to achieve individual and group quotas through planning and establishing a business strategy, closing accounts.