BPO Customer Service Representative to Quality Analyst

With nearly 3 years in the BPO industry, I advanced through several roles, from Customer Service Representative to Point of Contact (POC), and ultimately to Quality Analyst (QA). I have extensive experience working across industries such as healthcare, retail, fintech, and e-commerce, where I’ve managed tasks, coordinated teams, ensured KPI adherence, and provided guidance to improve agent performance.

Responded to customer inquiries across multiple channels (calls, emails, and chats) in industries like healthcare, retail, fintech, and e-commerce.

Ensured customer satisfaction by addressing issues, troubleshooting problems, and providing timely solutions.

Met and exceeded performance metrics and KPIs, contributing to team success.

Acted as a liaison between the team and management, ensuring smooth operations in the absence of the team lead.

Delegated tasks, ensured daily reports were submitted, and communicated with clients to address important matters.

Monitored and assessed agents' performance, ensuring they adhered to company policies and met assigned metrics.

Provided feedback and coaching to agents, helping them improve their performance and pass quality checks.

Managed agent evaluations, ensuring they met the required quality standards for each review cycle.

Improved team efficiency and client satisfaction through effective task management and clear communication.

Contributed to an increase in team performance metrics, meeting and surpassing quality standards.

Developed strong relationships with clients and team members, fostering a collaborative environment.