Quality Assurance Analyst
Lycamobile UK
Total years of experience :7 years, 6 Months
• Participating in design of call monitoring formats and quality standards.
• Performing call monitoring, identifying errors and best practices on the call.
• Documenting call behaviours and giving appropriate feedback to the customer service agents.
• Applying 80:20 rules while giving feedback to the agents, discussing the call and creating an action plan with timelines. • Identifying call drivers and reporting them to the Quality Manager.
• Using appropriate data management system to compile and track performance at team and individual level.
• Participating and facilitating calibration sessions to check understanding and maintain consistency with feedback.
• Providing Training Team with actionable data as and when required.
• Providing feedback to the Call Center Team Leaders and Managers.
• Preparing and analyzing internal and external quality reports/ presentations for management staff review.
• Performing translations, IVR recording and language assessments.
I graduated in one of the state university of the Philippines with filtered qualified scholars of the country.