Email and Chat Expert | Quality Assurance Analyst

Verified

$6/hr

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Outline

Looking for Full-Time work (10 hours/day) at $6/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Expert Customer Support and Quality Analyst

Skills & Experience

Skills

Customer Support 5-10 Years

Quality Analyst 2-5 Years

Google Workspace 10+ Years

Customer Service Representative Phone/Chat/Email Tier 1 5-10 Years

Risk analysis 1-2 Years

Marketing > CRM > Salesforce 2-5 Years

Marketing > CRM > Zendesk 2-5 Years

Office and Administration > Microsoft 365 10+ Years

Online Chat Support 5-10 Years

Web design, Adobe illustration, photoshop,indesign,lightroom, Capcut Less than 6 Months

Experience highlights

Account Specialist

TDCX Malaysia · January/2022 – Present

-Provide excellent support experience to customers via all relevant communication channels (phone, email, chat).
-Evaluate financial and operational risks for client businesses, ensuring compliance with risk management policies.
-Support clients with financial queries and ensure their accounts comply with the platform’s policies to enable smooth payout processing.
-Assist customers with cryptocurrency-related transactions, specifically focused on purchasing and receiving crypto.

Quality Analyst

WIPRO · July/2021 – Present

-Monitor and evaluate customer interactions to ensure implementation of policies, operating procedures and quality systems.
-Provide actionable coaching and feedback to improve agent performance and enhance customer experience.
-Participate in the team and client calibration sessions to ensure scoring consistency and share best practices.
-Complete required phone time to keep current on programs and updates

Email and Chat Support Specialist | Quality Analyst

Taskseveryday · March/2018 – Present

-Conduct daily evaluations and data analysis to ensure compliance with client quality standards.
-Deliver detailed quality reports and recommendations directly to clients.
-Achieve first-contact resolution targets while maintaining high customer satisfaction scores.

Customer Service Consultant | Quality Analyst

Teleperformance · June/2016 – Present

-Provide exceptional customer support experience to customers by addressing issues and identify underlying needs.
-Monitor customer interactions and provide constructive feedback to agents for improvement.
-Partner with leadership to identify and implement process improvement strategies.

Customer Support Professional

Convergys · June/2015 – Present

-Respond promptly to customer inquiries via phone and deliver accurate information to resolve their issues.
-Identify opportunities and provide recommendations to department heads for improvement of process workflow.
-Manage customer complaints and follow-ups to ensure optimal satisfaction.

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