Quality Analyst

Jan 2023 - Jul 2024

Provide Quality Audits and Feedback to improve team's performance. Collect data for Trend and Error Analysis. Identify gaps in policies to enhance action plans. Align with departments to improve knowledge base and simplify guidelines. Maintain and update quality data reports. Facilitate meetings and co-facilitate client forums. Conduct coaching for root cause analysis and real-time feedback.

Customer Service Representative

Sep 2017 - Dec 2022

Handled telco support inquiries including billing, subscriptions, technical issues, and other customer concerns. Engaged in sales activities.

Customer Service Representative

May 2017 - Aug 2017

Performed content moderation for social media accounts. Provided chat, email, and phone support. Delivered technical assistance and know-how to customers.