Jezabel

As a dedicated and highly skilled professional with over 14 years of extensive experience in the Business Process Outsourcing (BPO) industry, I specialize in Quality Assurance and Training roles. With a proven track record of consistently enhancing operational efficiency and elevating customer service quality, I bring a wealth of expertise to any project or team.

Key Highlights:

Quality Assurance and Training: My background includes the development, implementation, and monitoring of robust quality assurance programs. I excel in evaluating audit findings, specifically focusing on Customer Service Satisfaction Ratings and handle times. My proficiency extends to preparing detailed reports that effectively communicate quality outcomes. Additionally, I facilitate regular QA calibrations and team huddles, ensuring a continuous improvement culture. Notably, I have a knack for creating innovative training materials and initiatives that contribute to operational proficiency.

Leadership and Team Management: I am adept at leading and managing teams, having effectively supervised new hire agents in my capacity as a Team Leader. My role involves providing ongoing performance feedback and coaching. I have a proven track record of nurturing and developing customer service agents, ensuring they consistently meet and exceed productivity goals, particularly during transitional periods. Moreover, I am experienced in administering performance reviews and handling corrective actions with employees.

Client Collaboration: I have a strong history of collaborating closely with clients, often playing pivotal roles in pioneer teams for account launches. This includes actively participating in the launch of new account splits and contributing to in-depth analyses of existing processes. My goal is to drive continuous improvement and provide actionable data. I am a frequent attendee at meetings and calibrations with clients and stakeholders.

Process Optimization: My analytical mindset is an invaluable asset in optimizing processes. I have successfully re-structured QA scorecards, call center reports, and even designed Power BI dashboards. In addition, I have created targeted QA audit forms, conducted audits, and ensured unwavering adherence to quality standards.

Resource Management: My experience extends to efficiently managing teams of Quality Analysts, overseeing their daily activities, and seamlessly onboarding new team members. Moreover, I am actively involved in the screening and interviewing of candidates for QA and Team Lead positions.

Administrative Skills: My administrative capabilities encompass diverse tasks such as credit audits, invoice reviews, payment reminders, email and calendar management, and supporting outsource partners in obtaining critical client information.

If you are seeking a seasoned professional who can make a substantial contribution to your organization's success through a unique blend of BPO expertise, leadership, and process optimization, I welcome the opportunity to discuss how my skills and experience align with your needs. Let's connect and explore how we can achieve excellence together.