Quality Assurance Specialist

Sep 2024 - Jun 2026

Evaluated cross-platform AI assistant and multi-client interactions against strict quality frameworks, maintaining 100% adherence to compliance and operational standards. Analyzed recurring performance trends across communication channels to identify operational knowledge gaps and present actionable, monthly quality reports to leadership.

Support Agent

Oct 2023 - Dec 2025

Monitored and optimized transaction workflows within AI-driven platform systems, maintaining high service delivery standards and reaching a 96% CSAT rating. Upheld client-specific policies and data integrity guidelines across high-volume interactions to ensure full compliance with operational expectations.

Appointment Setter

Apr 2023 - Sep 2023

Evaluated incoming lead interactions against strict qualification criteria, converting 85% of prospects into high-value sales appointments. Communicated complex value propositions across multi-channel client programs while adhering to brand messaging and compliance protocols.

Sr. Quality Assurance Supervisor

Dec 2018 - Mar 2023

Spearheaded operational quality management, performance appraisals, and coaching frameworks across large teams, achieving a 95% overall productivity rate. Enforced departmental adherence to legal compliance, client privacy standards, and internal guidelines, securing a 100% pass rate on all internal quality audits.

Sr. Quality Assurance Specialist

Apr 2016 - Dec 2018

Audited inbound and outbound multi-channel interactions using comprehensive evaluation scorecards, achieving a 95% service excellence rating across programs. Facilitated structured calibration sessions with internal leadership and external clients, reducing evaluation scoring variance to under 5% and driving standardized scoring integrity.

SME / Escalation Specialist

May 2015 - Apr 2016

Mentored junior technical support representatives through real-time feedback and side-by-side coaching, boosting First Contact Resolution (FCR) to 90%. Evaluated daily Average Handling Time (AHT) metrics and workflow bottlenecks across the Line of Business, introducing process improvements that reduced team AHT to under 540 seconds.

Technical Support Specialist

May 2013 - May 2015

Troubleshot complex hardware, software, and networking issues across voice and chat channels while maintaining consistent compliance with client-specific KPIs. Adapted rapidly to multiple client platforms, ticketing tools, and CRMs, maintaining detailed, compliant documentation on all user interactions.