Senior Quality Evaluator - Concentrix + Webhelp
April 2016 – May 2024
• Monitors and evaluates inbound sale and non-sale calls.
• In-charge on generating weekly reports and provided Quality insights to Quality/Operations.
• Facilitates and/or participates in calibration sessions or call listening sessions with TQ, Operations and Clients to ensure scoring consistency and best practices.
• Maintains basic knowledge and understanding of client products, services and/or program strategies.
• Facilitates Quality refreshers and discuss top Quality Alerts.
• Designed and created an MS forms tracker that the Quality team used in collating data.
Senior Customer Service Specialist – Convergys Legacy
January 2013 – April 2016
• Provide different types of reports to requesters with the use of different tool sources and ensures the accuracy of the report by following the process and confidential policies set by the company.
• Achieve the highest standards of Quality Assurance requirements and other key performance metrics
