As a Senior Quality Evaluator, I specialize in ensuring that every customer interaction meets the highest standards of accuracy, professionalism, and compliance. With 4+ years in customer service and 3+ years in quality assurance within the BPO industry, I have developed a deep expertise in quality monitoring, coaching, and process improvement across voice, chat, email, and ticket channels.
I'm passionate about translating data into actionable insights, helping agents and teams not only meet but exceed KPIs. My approach blends detailed performance evaluations with targeted coaching, ensuring consistent alignment with client expectations and business objectives. I also collaborate closely with stakeholders to identify root causes, recommend worktlow enhancements, and drive continuous improvement initiatives.
Known for mentoring junior QAs, leading calibration sessions, and providing clear, impactful reporting, I thrive in roles where I can bridge the gap between frontline operations and leadership.
My work is grounded in a commitment to delivering exceptional customer experiences while maintaining operational efficiency and compliance.
Core Strengths: Quality Monitoring | Coaching & Feedback |
Calibration | Data Analysis | Process Optimization | Compliance Auditing | Stakeholder Collaboration | KPI Management |
Continuous Improvement
• Top skills
Microsoft Excel • Microsoft Office • Internal Calibration •Zendesk • Powerpoint
