Quality Assurance Analyst
Teleperformance Manila
Total years of experience :12 years, 10 Months
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
Develops and conducts targeted group coaching sessions that address Service Quality deficiencies and/or improvement opportunities.
Uses customer service expertise to assess existing practices and procedures for process improvement and the utilization of tools to gather data and analyze trends or patterns affecting quality.