Quality Analyst

Verified

$5/hr

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Outline

Looking for Full-Time work (8 hours/day) at $5/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

Quality Assurance professional with over 15 years of experience in operations leadership, team supervision and customer satisfaction.

Skills & Experience

Skills

Office and Administration > Data Analytics 5-10 Years

MS Excel, MS Word 10+ Years

Office & Administration > Customer Service 5-10 Years

Customer support/Quality Assurance 10+ Years

Experience highlights

CX Supervisor Apprentice

Afni Philippines · October/2024 – Present

• Led daily operations of the CX team ensuring efficient customer interactions and high-quality service delivery.
• Supervised and coached CX Analysts across multiple support channels (phone, chat, email, social).
• Tracked KPIs (CSAT, NPS, resolution time) and provided feedback to enhance team performance.
• Handled escalations and contributed to the development of customer-first initiatives.
• Supported training, quality assurance, and customer insights reporting.

CX Lead

Afni Philippines · December/2022 – Present

• Spearheaded customer experience strategies across all touchpoints.
• Interpreted customer data to enhance service design and delivery.
• Partnered with operations and training to optimize user experience.
• Championed process improvements and monitored performance metrics.

Operations Supervisor

TeleTech Customer Management Inc. · November/2021 – Present

• Supervised team performance in real time and reported operational improvements.
• Evaluated team KPIs and provided ongoing coaching and performance reviews.
• Coordinated with management on workflow enhancements and issue resolution.

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