Skills
Office and Administration > Quality Assurance
2-5 Years
Quality Assurance
1-2 Years
Risk Management
1-2 Years
Leadership Skills, Planning a nd Organizing, critical thinking and problem solving, Teamwork & collaboration, Oral & written communication
1-2 Years
Team Coaching
1-2 Years
Process improvement
2-5 Years
- Customer Service
5-10 Years
Cross-Functional Collaboration
2-5 Years
Customer Support > Fraud Prevention
2-5 Years
Compliance Monitoring
2-5 Years
Experience highlights
Quality Assurance Analyst – Fraud Department
Telus Digital
·
June/2023
–
Present
Delivered QA insights for fraud prevention protocols and process integrity. Collaborated with cross-functional teams on compliance monitoring. Coached agents on service quality.
Quality Analyst (Intern)
Concentrix
·
January/2018
–
Present
Resolved critical customer escalations by conducting root-cause analysis on failed service delivery, reducing recurring errors by .Investigated escalated quality defects, collaborating directly with senior analysts and engineering teams to deploy immediate hotfixes.Managed high-priority case escalations, ensuring all issues were thoroughly documented, tracked, and resolved within strict SLA timelines.Analyzed escalation trends to identify systemic gaps in the operational workflow, presenting
Customer Service Representative
FIS Global
·
January/2014
–
Present
Resolved critical customer escalations by conducting root-cause analysis on failed service delivery, reducing recurring errors .Investigated escalated quality defects, collaborating directly with senior analysts and engineering teams to deploy immediate hotfixes.Managed high-priority case escalations, ensuring all issues were thoroughly documented, tracked, and resolved within strict SLA timelines.Analyzed escalation trends to identify systemic gaps in the operational workflow, presenting
