Quality Assurance Specialist
Cristine Maglasang
Quality Assurance Specialist
JAN 2020 - JAN 2022
L Media Car, Health and Home Insurance Company
As a Quality Assurance (QA) Specialist for call center agents in an insurance company I am responsible for evaluating the quality of customer service provided by the call center agents.
In addition, I also work with the call center management team to develop and implement processes and procedures to improve the overall quality of service provided to customers.
The Task ✨
• Listening to recorded calls and providing feedback to agents on their performance.
• Identifying any areas where the agents may need additional training or support.
• Tracking and analyzing metrics related to the call center's performance, and using this data to identify trends and areas for improvement.
The Stats 💯
Timeline: JAN 2020 - JAN 2022
Deliverables:
• Quality evaluation reports detailing the performance of individual call center agents.
•Process and procedure documentation outlining the procedures and guidelines for call center agents to follow.
•Training materials and programs for call center agents to improve their skills and knowledge in providing customer service.
•Analysis and recommendations for improving the overall quality of service provided to customers.
•Regular or periodical report on the overall performance of call center agents.
• Collaborating with the call center management team to develop and implement process improvements to enhance customer experience.
Working with Cristine as Quality Assurance Specialist has been a game changer for our call center operations. Her ability to listen to recorded calls and provide constructive feedback to our agents has greatly improved their performance. 🚀
Name
L Media Management
Cristine's collaboration with our management team in developing and implementing processes and procedures has resulted in a significant improvement in the overall quality of service provided to our customers. 💪
Name
L Media Management
Like this project
Posted Jan 13, 2023
As a Quality Assurance Specialist for call center agents, I am responsible for evaluating the quality of customer service provided by the call center agents.
