Quality Assurance

Verified

$10/hr

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Outline

Looking for Full-Time work (8 hours/day) at $10/hour

High School Diploma

English proficiency Fluent

Professional Summary

I am a detail-oriented and goal-driven professional with around four years of experience in the BPO industry, specializing in Quality Assurance, outbound sales, customer service, and campaign management. My experience includes call monitoring, performance evaluation, agent coaching, new-hire training, KPI monitoring, reporting, and process improvement. I am skilled at identifying performance gaps, handling customer objections, maintaining accurate records, and providing actionable feedback to improve team productivity and customer experience.

I have strong communication, organizational, analytical, and problem-solving skills, with the ability to manage multiple responsibilities and work independently in a remote environment. I value accountability, continuous learning, and achieving measurable results. I am adaptable, reliable, and eager to apply my experience to help businesses improve performance, strengthen customer relationships, streamline operations, and achieve their goals.

Skills & Experience

Skills

Coaching 2-5 Years

Office and Administration > Quality Assurance 2-5 Years

Communication Skills 2-5 Years

Data Analysis 2-5 Years

Management Skills 2-5 Years

Analytics 2-5 Years

Performance Evaluation 2-5 Years

Agent 2-5 Years

- Customer Service 2-5 Years

Call 2-5 Years

• Time Management 2-5 Years

Excel Reporting 2-5 Years

Experience highlights

Quality Specialist

Trualliant BPO · July/2023 – Present

Analyzed QA trends and prepared performance reports. Conducted call monitoring, QA audits, and agent performance evaluations. Coached agents on performance gaps and communication skills. Collaborated with Operations and Training teams on quality improvements.

Campaign Manager

FOOKSON, TAHYAM MEKOH · July/2023 – Present

Monitored campaign performance with analytics tools and adjusted strategies based on insights. Prepared performance reports and action plans. Coached agents on performance and operational concerns.

Customer Service Representative

FOOKSON, TAHYAM MEKOH · July/2022 – Present

Resolved customer concerns while maintaining quality standards. Managed outbound customer calls following campaign scripts. Documented calls and maintained comprehensive records.

CSR, Quality Assurance, Campaign Manager

Trualliant · July/2022 – Present

Worked in the BPO industry for approximately four years, handling customer service, outbound calling, Quality Assurance, and campaign management responsibilities. Started as a Customer Representative, managing outbound calls, addressing customer concerns and objections, following campaign procedures, and maintaining accurate call records. Later advanced into Quality Assurance, conducting call monitoring, quality audits, agent performance evaluations, reporting, coaching, and new-hire training to

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