Call Center Quality Analyst Resume Samples

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