[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.