Quality Analyst resume example

· Working remotely for Bank of America, serve as resource for staff

· Monitor calls, both, recorded and live.

· Assist with improving team metrics and call quality.

· Supervised training classes and new hires.

· Crafted training materials and ran on-boarding sessions to train 15-25 incoming team members

· Organized and conducted team meetings via WebEx.

· Prior to my promotion, accepted inbound calls to resolve customer concerns.

· Provided excellent customer service

· Proficiently performed account maintenance

· Assisted customers with fraudulent charges, placing check orders.

· Reviewed Overdraft and Insufficient Item fees on personal accounts.

· In addition, to educating customers on ways to avoid fees.

· Assisted agents with de-escalating calls

· Assisted with supervision of daily operation of inbound call agents and other duties as assigned.

· Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
• Performed root cause analysis through [Action] and [Action].
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Monitored inbound and outbound calls made by [Number] employees to provide constructive feedback.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.