Experienced Quality Assurance Specialist, Auditor, Trainer, and Team Leader with 14 years in the BPO industry. Strong background in customer service, collections, coaching, and process auditing, ensuring high-quality performance and compliance in call center operations. Adept at analyzing trends, improving workflows, and mentoring teams to achieve business goals.

Quality assurance and auditing involve monitoring calls, providing detailed feedback, and ensuring adherence to company policies. Training and coaching include conducting training sessions, mentoring agents, and enhancing team performance. Customer service and collections require handling escalations, improving customer satisfaction, and managing delinquent accounts. Team leadership focuses on supervising teams, setting performance targets, and optimizing processes for efficiency. Process improvement and reporting involve analyzing trends, identifying gaps, and implementing solutions to enhance operations.