I've worked in the BPO industry for almost 3 years now. I started as Customer Billing Specialist for 1 yr. and 9 months and became a Quality Analyst/ Call Monitoring Specialist. I was acknowledged as Top Agent and Top Quality Analyst
Overview about my experience:
Call Monitoring Specialist
•Monitor and evaluate inbound calls in accordance with company policy regarding call quality standards.
•Provide feedback regarding trends in variances of established quality guidelines, policies and procedures.
•Maintain a thorough understanding of policy and demonstrate an ability to follow established processes and procedure.
•Drives department process improvement efforts; recommends and implements enhancements to reduce risk and delinquencies.
•Coordinate and facilitate call calibration sessions with the client, coaches and other supports.
•Prepare and analyze internal and external quality reports for management review.
Customer Service Representative
•Answer customer phone calls regarding their existing accounts.
•Provide the best customer service experience in answering their billing and general inquiries.
•Process changes on their account as per customers request (ex. card information, billing address, name, phone number etc..)
•Uncover customer wants, interests and needs tying up the features, advantages and benefits of the company’s service.
•Reselling or upselling .
•Process basic troubleshooting and rescheduling of appointment.