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Quality Analyst with 3+ years of customer service expertise
Contact
Competencies
Assessed and ensured call quality standards and compliance in a contact center environment.
Handled incoming and outgoing customer interactions in a professional and empathetic manner.
Created daily reports to identify coaching opportunities and improve team performance.
Applied problem-solving skills and adaptability in varied customer service scenarios.
Used live chat to assist international customers, providing timely and accurate information.
Education
Languages
Summary
Experienced in call evaluation, customer interactions, and performance reporting with a focus on quality assurance and client satisfaction.
Key Achievements
- Evaluated over 500 calls monthly to ensure compliance with quality standards at Fusion CX
- Provided detailed feedback and prepared reports to enhance agent performance
- Handled inbound and outbound calls, assisting customers with kindness and empathy
Experience
Quality Analyst
Evaluated over 500 calls monthly to ensure compliance with quality standards., Provided detailed feedback to agents., Prepared daily reports to identify coaching opportunities and strengthen agent performance.
Customer Service Representative
Handled inbound and outbound calls to confirm customer details and project requirements., Entered and updated customer information., Assisted customer with kindness and empathy, understanding their needs.
Customer Service Representative
Assisted U.S and Asian customers through live chat, providing information and solutions related to reputation, orders, payments and deliveries., Maintained a professional, empathetic and friendly communication style to ensure a positive experience.