Quality assurance executive
Raya Contact Center
Total years of experience :19 years, 11 Months
- Monitors, either remotely or on recorded basis and evaluates agents performance.
Monitors daily, weekly and monthly reports to clients.
- Analyzes failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to Account Manager.
- Analyzes project quality performance related to agents, hours, days, results and minimizes variations.
- Adheres to monitoring sample size for all projects either new or existing.
- Assures adherence to new agents sample size either new comers or internally transferred.
- Releases new comers after shadowing process.
Issues quality assurance clients reports.
- Assures that data entered on system is accurate and follows the defined entry standards.
- Assures that the quality benchmarks are met on individual and projects levels.
Support technical and attention to clients via phone for HTC Spain in English and Spanish, providing information about the configuration and management of HTC mobile devices.
Care Customer Care via phone, medical surgeries information, refunds, medical agreement and policy coverages, etc..
Payment to providers: Doctors and hospitals government and private transfers and payment information.
Detailed Knowledge of company product to help inquiring customers.Communicate and coordinate with colleagues as necessary.
Provide feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Care and service to customers by telephone, providing information and explanation of bill payments, bonuses, services, promotions, change of equipment, contract renewals and complaints.
Customer service by phone, credit card sales. Nextel service information.
Bachelor in Science and Foreign Trade Customs
