Highly detail-oriented Quality Assurance Specialist with hands-on experience in auditing, data validation, and performance analysis within customer support operations. Proficient in navigating QA dashboards (such as Zendesk QA) to conduct thorough audits, ensuring agents follow proper troubleshooting steps and adhere to standard processes. Skilled in validating new procedures for operational alignment and preparing raw data for accurate QA, CSAT, and NSAT reporting. Adept at analyzing automation reviews, reclassifying results when necessary, and providing actionable insights to enhance service quality and customer satisfaction.
