Freelancer

Performing tasks of a Quality Analyst where Advisor’s chats are evaluated, making sure that they are following the correct process and procedures when handling concerns.

Submitting Weekly and Monthly reports containing the performance of the advisors pertaining to the Quality of their chats.

Conducting coaching sessions to discuss improvements, performance, and feedback base on the advisor’s metrics.

Handling a concurrency of 2 to 3 chats at a time to handle customer’s concern about technical, billing, and account issues.

Ensuring to achieve weekly, monthly, and annual metric targets.

Mentoring new Advisors, making sure to pass on good practices aligned within the process that they can use when performing daily tasks.

Been a part of the Subject Matter Experts (SMEs) to further assist both Advisors and Supports.

Handles customer’s financial transactions (money transfers, claims, item pawning, etc.)

Delivering monthly reports and handling branch businesses on behalf of the Branch Manager.