Experienced QA analyst with a focus on quality standards, performance monitoring, and customer satisfaction within the customer service industry.
Applied quality monitoring, calibration, and training needs assessment across operational teams.
Handled customer inquiries via email and provided de-escalation and loyalty strategies.
Monitored individual and team performance through audits and key trends analysis.
Supported design and deployment of evaluation automation tools to enhance quality processes.
Health Prime
Participate in the design the scorecard formats and quality standards., Monitor individual and team performance through audits, tracking key trends and deviations., Lead and facilitate calibration sessions with management to ensure consistency in evaluations., Provide actionable insights and data...
Konecta – Multienlace S.A.S.
Conduct random and focused listening based on service needs., Provide global and specific feedback to all stakeholders (agents and staff) involved in the evaluation process., Alert to the Operation Staff and Management about service deviations and behaviors., Perform administrative calibrations of...
Konecta – Multienlace S.A.S.
Respond to customer emails promptly with accurate and courteous communication., Coordinate the email team to ensure timely and effective handling of inquiries., Support supervisors by resolving inquiries and de-escalating customer issues of the operation members., Offer personalized solutions and...
Bachelor