I have worked as a Quality Analyst for one of the largest insurance company in Australia.
Job description are as follows:
- Call Quality Monitoring to ensure that all processes and compliance are followed.
- Call Calibrations (Internal and External) with clients and operations to understand scoring methodology and ensure process alignment.
- Quality Data Analysis which includes Root Cause Analysis to determine top trends, opportunities and strengths of the team and come up with relevant action plans to ensure that quality and compliance targets are met.
- Coaching and Feedback with each agents/consultants discuss their performance, gauge their understanding and challenge their thinking.
- Team huddles to update the team with product updates, share best practices.
- Process Improvements to help the team succeed.
Other work experiences:
- Credit specialist (B2B) - Outbound collections agent for one of the largest equipment rental company in United States.
- Fraud Specialist for one of the largest bank in the United States.
- Customer service jobs for different processes such as Health Insurance, Prepaid Cards, Home and Car Insurance, publishing and Payment Processor.
