Call Center quality Analyst Resume
Call centers are established by companies to solve problems faced by their customers. To ensure representatives are providing appropriate answers, and are processing customers' request, and address complaints according to the set policies, companies hire call center quality analysts. These analysts monitor phone calls and asses the interactions done by representatives with customers. They also analyze how good is the product knowledge and subject matter of the representatives, voice quality, and percentage of customer satisfaction. The analysts also work with the IT department to improve the network and ascertain smooth functioning of communication devices.
Call Center quality Analyst Resume Example
David A. Thompson
1705 Eagle Lane
Williams, MN 56686
Phone: 218-783-5795
Email: dathompson@anymail.com
Career Objectives:
To work as a call center quality analyst and improve organization's work efficiency by planning sound strategies for quality control and quality assurance.
Summary of Skills:
- Strong data analysis, interpretation and problem solving skills
- Willingness to accept challenges along with the ability to work under pressure
- Goal-oriented and motivated individual along with the ability to work independently
- Ability to develop quality assessment strategies and plans and implement them successfully
- Remarkable attention to detail, communication, and leadership skills
Work Experience:
Call Center Quality Analyst
Horizon management Solutions, Inc., Williams, MN
July 2013 - Present
- Create an encouraging environment at work to inspire employees for open communications, develop entrepreneurship skills, and inculcate a sense of team spirit and accountability among them
- Design efficient recruitment procedures and policies to ensure recruitment of qualified and efficient employees for the organization
- Design training sessions for the new employees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.
- Verify compliance of call center activities with the prescribed rules and regulation, and take corrective measures in case of discrepancies
- Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols
Call Center Quality Analyst
Quick Web Solutions, Inc., Williams, MN
February 2012 - June 2013
- Conducted performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers
- Provided tips to non achievers on ways to improve work performance
- Monitored daily functions of the call center and ensured smooth operation of all activities, and resolved issues, if any
- Established defined quality standards for all work aspects of the organization
- Investigated and solved escalations and satisfied customers with concrete solutions to their problems
- Identified areas and opportunities to upgrade quality standards within management processes and systems
Education:
-
Bachelor's Degree in Business Administration
Williams University, Williams, MN
2011
Reference:
On request.
