AM
A McCullough
Alize
McCullough
56034 Adriel Summit
Phoenix
AZ
+1 (555) 777 9952
56034 Adriel Summit
Phoenix
AZ
Phone
p
+1 (555) 777 9952
Experience
Experience
01/2016
–
present
Houston, TX
Call Center Quality Analyst
Houston, TX
Call Center Quality Analyst
01/2016
–
present
Houston, TX
Call Center Quality Analyst
01/2016
–
present
- Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
- SLA Tracking and Reporting and analysis of service delivery performance metrics
- Assist Quality Assessment Manager in accessing and maintaining Witness Systems database
- Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates
- Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint and Microsoft Visio
- Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedure
04/2013
–
07/2015
Chicago, IL
Call Center Quality Analyst
Chicago, IL
Call Center Quality Analyst
04/2013
–
07/2015
Chicago, IL
Call Center Quality Analyst
04/2013
–
07/2015
- Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
- Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement
- Writes fundamental documentation in a clear, concise manner and according to standards
- Utilize feedback from customers to facilitate improved quality of services being provided
- Monitor and evaluate randomly selected calls to assess associates’ service level standards and complete online evaluations of client calls
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
- Conduct customer interaction and ticket reviews, and complete evaluations
Education
Education
Bachelor’s Degree
Bachelor’s Degree
Temple University
Bachelor’s Degree
Skills
Skills
- Proficient in math and analytical ability
- Shares knowledge effectively within the quality team
- Knowledge of call center terminology, applications, and metrics
- Excellent verbal, written and interpersonal communication skills
- This position is with AIS and will have local and national responsibilities in the support of IT end users and IT quality initiatives across Ascension
- Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access and PowerPoint
- Strong analytical, problem solving and decision-making skills
- Quality calibration with team members and other support staff and team leads
- Superior ability to manage time to meet multiple priorities and deadlines
- Familiarity with a variety of quality concepts, practices, and procedures