Quality Assurance Specialist

Verified

$10/hr

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Outline

Looking for Full-Time work (12 hours/day) at $10/hour

High School Diploma

English proficiency Fluent

Professional Summary

esults-driven Quality Analyst with over 10 years of experience in the BPO industry, specializing in quality assurance, performance evaluation, and pro

Skills & Experience

Skills

Basic knowledge of productivity software (i.e. Microsoft Word, MS Teams and Outlook) 10+ Years

Experience highlights

Quality Assurance Specialist

TTEC · September/2024 – /

Conducts regular call and chat evaluations to assess agent performance, communication effectiveness, and adherence to process guidelines.
Reviews interactions for accuracy, compliance, soft skills, and customer experience quality.
Identifies performance gaps and trends through detailed QA assessments and reporting.
Provides clear, actionable feedback to agents to improve customer handling, service quality, and compliance.
Collaborates with supervisors and trainers to develop targeted action plan

Customer Service Representative

TTEC · March/2018 – Present

Handled high-volume inbound calls, chats, and app inquiries from customers regarding orders, delivery status, and account concerns.4
Resolved customer issues such as missing items, late deliveries, and restaurant concerns with professionalism and empathy.

Associate Reservation Specialist

AltiSource Business Solutions · December/2016 – Present

Manages high-volume inbound calls, addressing hotel inquiries, guiding guests through reservation options, and generating sales through effective communication.
Promote and explain hotel membership programs, highlighting benefits, rewards, and value propositions to potential members.

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