Experienced Call Center Quality Analyst who
exhibits a professional demeanor and excellent communication and interpersonal skills.
Skilled at evaluating customer contacts taken by call center specialists and
reviewed by quality specialist, while coaching them for success in executing bank
compliance and superior service to customers.
a team that effectively supports client programs, products, and services
the development of superior customer service and high performance
motivate, coach, evaluate and retaining staff
Deliver coaching feedback to call center and quality specialist
Conduct and evaluate customer interactions
Prepare management reports
Exceptional analytical skills
Performance tracking and evaluation
02/2014 - Current
JPMorgan Chase － Elgin, ILCall Center Quality Analyst
Listened to recorded
calls and provided feedback to Operational Management.
failing to meet predefined standards while identifying gaps, conflicting, or
incorrect procedure documentation.
Understood the priority
of the organization and evaluated call behaviors for regulatory compliance,
adherence to policies
and procedures and professional conduct.
compliance, policy and procedure, and professional conduct reporting to
Operational and Quality management. Aided in the
implementation of Quality Specialist training.
Shared best practices
across lines of business.
04/2012 - 02/2014
JP Morgan Chase － Elgin , ILCall Center Team Leader
call center operations as a liaison between clients, supervisors, and call
performance management by recognizing improvement opportunities, providing
effective feedback, coaching, training, professional development, and
corrective action plans.
quality checks, developed and reviewed performance reports to identify
areas of improve, and implement measures to improve both departmental and
individual performance levels while maintaining and meeting brand
group training sessions on the required Leadership Competencies and policy.
service techniques of each customer service representative to drive
performance and growth.
in the interviewing of potential candidates and quality analyst.
interaction between staff and customers to ensure quality assurance
call center statistics to measure staff performance and the need for
Flexibility to meet the needs of the client, the employee, and the bank.
to internal risks and controls as it relates to compliance, policy,
procedure, and professional conduct.
06/2002 - 04/2012
JPMorgan Chase － Elgin, ILCall Center Associate
collection attempts accurately and truthfully.
and processed credits and refunds when required and approved by department
Counseled and assisted
current customers in determining their best payment option(s) in an effort to
existing consumer credit
card payments up-to-date.
Used previous call
center experience to confidently contact delinquent customers.
challenging situations professionally and calmly in a firm but friendly manner
often with irate
Consistently ranked in
the top 10 percent of collection agents.