Call Center Quality Analyst Resume Example
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CALL CENTER QUALITY ANALYST
Professional Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Skills
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Work History
Call Center Supervisor-COVID 19 Vaccine/COVID-19 Screener, 01/2021 to Current
Ascension Health – Plainwell , MI
Ascension Health – Plainwell , MI
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Interpreted management directives to define and document administrative staff processes.
- Trained team members on performance metrics and consumer behavior identification.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Codified office structures and processes to promote teamwork and performance.
Call Center Quality Analyst, 02/2017 to Current
Womble Bond Dickinson – Charleston , SC
Womble Bond Dickinson – Charleston , SC
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Created and collaborated in implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples.
- Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
- Consulted literature to investigate software malfunctions.
- Inspected, verified and documented quantifiable characteristics of customer interactions, comparing against customer specifications and company quality standards to achieve acceptable product.
- Developed and maintained quality assurance procedure documentation.
Compensation Manager, 01/2013 to 07/2017
City Of Seattle, Wa – Seattle , WA
City Of Seattle, Wa – Seattle , WA
- Led a team of compensation analysts during their day-to-day compensation activities.
- Conducted job evaluations.
- Collaborated with HRIS, payroll and finance on business processes.
- Managed monthly, quarterly and annual payouts for merit rewards, sales commissions and bonus programs.
- Directed and controlled various benefit programs, including 401K, medical, dental and vision packages.
- Reduced benefits expenses by 50% by revamping company plans, including dental, life and disability.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Delivered services to internal and external clients on compensation related programs.
- Advised internal clients on market best practices.
Director, 01/2008 to 01/2013
Berkshire Bank – Pittsfield , MA
Berkshire Bank – Pittsfield , MA
- Collaborated with management, technical crew members and fellow supervisors to organize efficient operations and achieve demanding schedule targets.
- Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
- Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
- Worked closely with organizational leadership, including board of directors, to strategically affect direction of operations.
- Resolved all issues efficiently, which in turn enhanced customer satisfaction ratings.
- Made recommendations for changes in funding process and policies based on data and judgment.
- Assessed final products to check quality and consistency with creative vision.
Call Center Manager, 02/2000 to 06/2008
Sitel Corporation – City , STATE
Sitel Corporation – City , STATE
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Maintained call center equipment in good working order to maximize productivity.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Motivated sales team and coordinated sales campaigns.
- Analyzed sales results to detect trends and recommend solutions.
- Ensured that all customer needs were met.
Education
B.S: Business AdministrationJohnson C. Smith University - City, State
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Resume Overview
School Attended
- Johnson C. Smith University
Job Titles Held:
- Call Center Supervisor-COVID 19 Vaccine/COVID-19 Screener
- Call Center Quality Analyst
- Compensation Manager
- Director
- Call Center Manager
Degrees
- B.S : Business Administration
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