Experienced Call Center Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills.Skilled at evaluating both verbal and written customer contact by agents whilst coaching them for success in executing superior service to customers.Able to rapidly gain product knowledge.
Deliver coaching feedback to agents
Conduct and evaluate customer feedback surveys
Prepare management reports
Exceptional listening and analytical skills
June 2009 to August 2014 Atlas Communications Â– London Call Center Quality Analyst
Listened to calls either recorded, live or side-by-side whilst communicating feedback.
Encouraged good practises and discouraged bad ones.
Identified calls failling to meet predefined standards and identified the problem.
Implemented agent training and coaching initiatives.
Understood the priority of the organisation and evaluated call behaviours for regulatory compliance, cross-sellling and adherence to policy.
Provided customer feedback and internal compliance feedback to management.
April 2007 to May 2009 Harrison Hotels Â– Strongsville OH Call Center Quality Analyst
Using a check-list, ensured that call center agents properly and pleasantly assisted customers with making reservations, obtained their credit card information, explained charges, provided check-in time information, accepted cancellations and provided confirmation numbers.
Educated agents on hotel policy, trained new agents in a side-by-side setting and coached them to improve their interactions with potential guests of the hotel.
December 2005 to March 2007 May Company Department Stores Â– Elyria OH Call Center Agent
Answered customers’ questions about return policy.
Accessed and reviewed customer’s online accounts to resolve customer’s complaints. When required, transferred customer to a supervisor for resolution.
2009 Durham University, Durham, England Bachelor’s Degree, Business Administration