Call Center quality Analyst Resume

[First Name] [Last Name]

Contact Address: [street]

[Country] [City] [State/Province] [Zip Code]

Contact Number: (012)-345-6789

Email Address: [[email protected]]

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Career Objective:

To work as a call center quality analyst and improve organization’s work efficiency by planning sound strategies for quality control and quality assurance.

Summary of Skills:

  • Strong data analysis, interpretation and problem solving skills
  • Willingness to accept challenges along with the ability to work under pressure
  • Goal-oriented and motivated individual along with the ability to work independently
  • Ability to develop quality assessment strategies and plans and implement them successfully
  • Remarkable attention to detail, communication, and leadership skills

Work Experience:

Call Center Quality Analyst
Horizon management Solutions, Inc., Williams, MN
July 2013 – Present

  • Create an encouraging environment at work to inspire employees for open communications, develop entrepreneurship skills, and inculcate a sense of team spirit and accountability among them
  • Design efficient recruitment procedures and policies to ensure recruitment of qualified and efficient employees for the organization
  • Design training sessions for the new employees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.
  • Verify compliance of call center activities with the prescribed rules and regulation, and take corrective measures in case of discrepancies
  • Monitor calls of representatives and ensure they are addressing customers’ complaints as per set protocols

Call Center Quality Analyst
Quick Web Solutions, Inc., Williams, MN
February 2012 – June 2013

  • Conducted performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers
  • Provided tips to non achievers on ways to improve work performance
  • Monitored daily functions of the call center and ensured smooth operation of all activities, and resolved issues, if any
  • Established defined quality standards for all work aspects of the organization
  • Investigated and solved escalations and satisfied customers with concrete solutions to their problems
  • Identified areas and opportunities to upgrade quality standards within management processes and systems

Education:

  • Bachelor’s Degree in Business Administration
    Williams University, Williams, MN
    2011

Reference:

On request.