RooCruit Candidate:
Roo5049
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About the Candidate
Experienced support with over 5 years of experience. Excellent reputation for resolving problems and improving customer satisfaction. Dedicated support with satisfactory experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients’ goals. Reliable employee seeking a WFH job. Offering satisfactory communication and good judgment. Highly adaptable associate experienced in performing quality monitoring, ensuring the standard processes are being adhered to.
Area of Expertise
Communication abilities, Creating Canva Graphics, Creating Reports (daily, weekly, monthly), Data Entry, Email / Chat support, Email Management, Facilitating team meetings, Google Workspace Utilization, Mentoring and coaching, Monitoring Transactions, Nondiscriminatory practices, Performance improvements, Quality improvement, Resolution team engagement, Skilled in Microsoft Office, Taking Inbound / Outbound calls, Time Management & Organization
Experience & Availability
International Experience:
Yes
Availability:
40 hours a week
Years Experience:
6
Current and Previous Roles:
Relevant Experience
Job Title: Quality Analyst
Duration: 6
Key Responsibilities: Followed established auditing processes to ensure that agents are following the standards in taking inbound and outbound calls, responding to customers through email or chat, and meeting internal and regulatory requirements.
Created spreadsheets using Microsoft Excel (Basic & Advanced skills) and Google Sheets for daily, weekly, and monthly reporting.
Provided constructive feedback to agents to determine the things that needed improving and the things that needed consistency, aiming for a positive outcome.
Meeting with clients and other stakeholders to collaborate on a specific project or task, to present the work items of the agents and provide observations, to discuss the performance of the team, and to present action plans for improvement.
Served as the team Point of Contact when my boss was away, ensuring that the Quality team continued to perform even without our manager.
