Quality Analyst
Cupola Teleservices
مجموع سنوات الخبرة :19 years, 7 أشهر
• Monitor Product Support Agents calls and review emails for accuracy of information and call handling standards.
• Ensure that Product Support Agents are delivering a high level of customer service.
• Verify that agents are providing accurate solutions to customers.
• Record evaluations utilizing departmental quality monitoring forms.
• Deliver coaching feedback to agents on call and email performance.
• Provide Supervisors and the Manager with regular performance feedback on the agents.
• Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of the surveys and evaluating customer feedback received from the surveys.
• Prepares and analyzes quality reports for Management review.
• Participates in the design of quality monitoring forms and quality standards.
• Primarily in-office support of clients and support agents, with some travel as needed.
• Able to work extended hours when required.
• Able to sit or stand for frequent periods in the same location with some opportunity to move about.
• Creating a large game library to satisfy the gamers’ needs.
• Organize local tournaments to keep the challenge at a peak point.
• Applying some of the six sigma principals (DMAIC Process) which increased the profit by 28% during 2013-2014.
• Involve the team in the annual vision to increase the team motivation.
• Organize birthday parties in the video game store to enlarge the parents gaming experience.
• Monitor agents’ calls, review and evaluate their performance.
• Make proactive recommendations to enhance team performance "improve C-Sat, IR"
• Work closely with Service Delivery Managers to exceed client expectations and deliver upon requests in an efficient and timely manner.
• Work to the Microsoft process, policies and standards set by the business and organize own workload.
• Meet individual and Team KPIs to achieve team goals and maintain gold standard services across all digital platforms.
• Report any campaign/creative delivery issues to Operation Manager and/or Sales team.
• Troubleshoot and work with teams to solve any technical issues related to the Xbox product.
• Great skills with MS Excel and other MS office programs.
• Provide real time reports to managers.
• Managing agents’ schedules to provide the maximum work utilization.
• Ability to work under pressure and overnight shifts.
• Accuracy in handling all assigned tasks.
• Attendance and punctuality.
• Maintain professional work relationships with colleagues, supervisors and managers.
• Teamwork spirit and flexibility.
• Great skills with MS Excel and other MS office programs.
• Coach and provide feedback to agents.
• Provide real time reports to managers.
• Managing agents schedules.
• Ability to work under pressure and overnight shifts.
• Accuracy in handling all assigned tasks.
• Attendance and punctuality.
• Maintain professional work relationships with colleagues, supervisors and managers.
• Teamwork spirit and flexibility.
2. Job Title CSR second level Employer Xceed
From March - 2009 To December - 2010
Job Description
Handling angry customers. Resolving hard cases. Assisting the first level of support to solve the customers' issues. Escalating to the third level of support at Microsoft Redmond.
Years of experience 4 - 6
Work Experience Details
1. Job Title Trainer Employer Xceed
From December - 2010 To Current Job
Job Description
Educate the new groups about the product knowledge and soft skills. Managing new hire schedules. Evaluate new groups performance. Ability to work under pressure. Attending training video conferences with Microsoft and delivering the new material to Xbox agents.
Grade: Very Good