Eleza Marie Granados

I’m currently working in a BPO as a Quality Analyst for 8 years and counting. Calls are our products and we make sure that it is done accurately and meets client’s standards.

My goal is to help clients in need of a virtual assistant and a customer representative to answer calls for their business. I may currently work part-time but I would also love to work as a full time freelancer.

Quality Analyst Task:
•Audit calls
•Analyze data for projects, client reports, etc.
•Coach CSR on AFI’s (Areas For Improvement) and on how to properly handle a call following client given guidelines)

Skills and abilities I learned and gain from being a quality analyst that will be a big help on the job/ task given:
•Communication (Communicating with our CSRs, management and clients.)
•Flexibility (Aside from auditing calls we are given reports and other task that we need to submit before the given deadline. With this, flexibility and being able to manage all tasks given is a must)
•Time management (With several task to finish and a deadline to meet we need to manage our time in order to meet our goals/ task timely. I am proud to say that my all my tasks have always been submitted on time or before the given deadline).
•Problem-solving (Being a quality analyst is not just mainly sitting on your chair and audit calls. We are given projects to accomplish such as finding the root cause of why a customer service associate has higher AHT compared to others, what are its causes and its possible solution.)
•Responsibility (Promoted as a quality analyst I learned to be responsible of my task, making sure I come to work on time and finish my tasks on time regardless of its number.)
•Microsoft:
 Excel
 Word
 PowerPoint
•Basic Adobe Photoshop