Quality Analyst
Alorica Inc.
Total years of experience :4 years, 0 Months
Duties and Responsibilities:
• Performance management and strategic planning focused on maintaining high CSAT/NPS rating.
• Provide support to operations by coaching agents on identified areas of opportunity as suggested by performance report generated on a weekly basis
• Listen and calibrate on calls to ensure agents’ adherence to quality guidelines and policies.
• Measure performance using the data gathered from call evaluations.
• Weekly generate and send KPI performance reports for top management decision-making.
• Facilitate/schedule team and client meetings.
• Onboard new hires and train them with regards to quality guidelines.
• Send product updates to operations.
Highlights:
• Steady increase in CSAT score from 28% to 55% in 1 month.
• Significant improvement in agents’ communication skills measured by CS KPI component called “listen and engage”, from 88% to 97%
• Significant annual growth, from 40 to more than 400 headcount in less than 4 years.
• Improvement in incentive schemes due to higher profitability caused by increase in headcount granted by clients.
Duties and Responsibilities:
• Answer incoming customer calls about (but not limited to) product and credit account-related inquiries, credit account management, payment requests, possible fraud inquiries and handling, dispute on transactions, and card-replacement requests.
• Transfer customers to appropriate departments.
Highlights:
• Top agent for July 2015 and immediately promoted to Quality Analyst.
Duties and Responsibilities:
• Determine incoming and existing customer credit-worthiness through onsite farm/business visit, running background check with banks and other financial entities and customer-supplied credit references.
• Aid accounting manager in decision-making with regards to approving/declining credit line applications.
• Appraise properties submitted as collaterals.
• Process mortgage agreement and application.
Highlights:
• Improvement in recovery rate.
• Reduced credit-risk.
Completed 664 hours of internship in a manufacturing company. I was assigned to support AVP for Admin/HR and HR manager in accomplishing clerical tasks. Some of the tasks were: maintaining employee 201 files, consolidated area sales manager sales report, bookkeeping, recording POs, Invoices and waybills in the ERP application.