Jared James Soria

In my previous position, I served as a Senior Team Leader with a wealth of experience in coaching, motivating, and monitoring team members, encompassing 8 years in the BPO industry and 5 years in a leadership role. I possess expertise in quality assurance monitoring and a deep understanding of soft skills.

In my role, I oversaw a Specialized Line of business and the Social Media Department within the company. I conducted analyses of agents' soft skills and provided data to Team Leads for coaching purposes. Additionally, I was accountable for the department's overall performance metrics, including CSAT, AHT, QA, and SLA, and took a proactive approach by developing procedures to enhance team performance. Regular meetings with clients were part of my responsibilities, where I reported on our performance. Furthermore, I played a proactive role in providing ideas and suggestions to improve overall company performance, and I participated in calibrations with other management members to refine standard operating procedures.