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Quality Assurance Analyst Resume Example

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QUALITY ASSURANCE ANALYST
Summary

-versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction.

-(TP)Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

- (randalls)with history of exceeding customer and patron expectations.

- (randalls and tp)Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment,

- (randalls and QA)decisive communication and focused solutions.

-(randalls)Expert at finding win-win solutions. Detail-oriented approach to resolving issues.

-Practiced customer service professional

-Successful at processing high-volume calls in fast-paced environments while maintaining professionalism and satisfying customers with successful resolutions.

-Experienced in maintaining privacy of confidential and sensitive information.

-proven skills in establishing rapport with clients.

-Motivated to maintain customer satisfaction and contribute to company success.

- Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships,

- Detail-oriented Quality Coordinator committed to improving organizational outcomes by monitoring performance initiatives.

-Focused on planning, implementing and optimizing procedures.

-Specializing in customer service operations and dedicated to maximizing quality. Strategic Quality Analyst versed in developing standard operating procedures and training materials to promote adherence to quality standards. Dedicated to identifying operational pain points and implementing actionable improvements reduce corporate costs and increase consistency of quality. Proficient Quality Analyst with experience handling and resolving critical quality problems using research abilities. Strong analytical, organizational and planning abilities. Consistently able to work with minimum supervision. Independent and self-directed.

-Monitoring performance initiatives

-Production requirements and standard procedures

- Provide consistency in services for customers/members by gathering data surrounding production objectives and company standards

- Focused [Job Title] offering [Number] years of industry expertise including process audits, quality control and continuous improvement. Proven history of identifying quality control errors and trends to address root cause. Well-versed in developing effective training material to standardize operations processes. Technologically-savvy [Job Title] with proven customer service, time management and multitasking abilities.

-Attentive to customer needs and able to break down technical problems to develop effective solutions.

-Personable, friendly and solution-oriented [Job Title] with over [Number] years of experience in service and support.

Education and Training
Cedar Ridge High SchoolMay 2020High School DiplomaRound Rock, TX
Skills
  • Exceptional Customer service Exemplary communication
  • Maintaining store appearance Cash register skills
  • Training and mentoring Multi-tasking skill
  • Time management strength
  • Basic
  • Cash register
  • Cashier I
  • Cashier
  • Credit
  • Customer service
  • Customer service skills
  • Focus
  • Funds
  • Leadership
  • Managing
  • Math
  • Mentoring
  • Microsoft Word
  • Multi-tasking
  • POS
  • Phone etiquette
  • Phone
  • Time management
  • Call center operations
  • Account updating
  • Call center experience
  • Payment processing
  • Technical troubleshooting
  • Call control skills
  • Data gathering
  • Analytical abilities
  • Inbound phone call management
  • Providing customer support
  • Resolving issues
  • Interpersonal skills
  • Data entry
  • Training experience
  • Communicating with clients
  • Best practices and methodologies
  • Peer relationships
  • Quality assurance controls
  • Mentoring and training
  • Issue resolution
  • Correction action planning
  • Performance assessment
  • Continuous Improvement
Experience
TeleperformanceOctober 2020 to CurrentQuality Assurance Analyst
Killeen, TX
  • Listened to, analyzed, and assessed employee calls to assure proper policy compliance
  • Reviewed Work at home- trained and monitored at home
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Enforced adherence to quality assurance procedures by reviewing subordinate's testing reports and following up on any deviations.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
  • Consulted with management and personnel to educate on QA standards.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Secured positive customer experiences by executing effective quality assurance practices.
  • Enhanced [Type] project security and usability, reduced risks and adhered to regulations.
  • Assessed readiness of trainees and nesting employees to further improve productivity and assess production readiness.
  • Worked with off-site teams to complete timely tests and facilitate smooth product releases.
  • Reviewed and analyzed internal data to provide recommendations and insights into [Product or Service] functionality for development team.
TeleperformanceJuly 2020 to October 2020Phone Representative
Killeen, TX
  • Authorized Work at home
  • I act as a representative for every single one of these credit unions and have to follow procedures that are specific to each one in order to not only follow guidelines but more importantly to provide a well rounded and pleasant experience for members.
  • My main focus was to act as a seamless extension of the credit union and provide them with all of the help that they need as quickly as possible.
  • This role requires exceptional phone etiquette and incredible customer service skills, not only to complete my job as quickly and effectively as possible, but also to successfully calm down upset customers and assist them with their problem.
  • It is my responsibility to greet the member, tactfully acquire their information and find out their reason for calling, and finding the most appropriate way to help them with their inquiry.
  • I have to juggle the knowledge of a multitude of problems that members could have, such as checking the status of loans, assisting with making loan payments, processing funds transfers, getting their information to fill out loan applications, blocking members' cards in cases of suspected fraud, and numerous other tasks pertaining to each union and their specific needs.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Shared detailed information regarding [Product or Service] options to help customers make decisions.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Maintained high-volume workload within fast-paced environment by assisting [Number] clients per [Timeframe] and consistently meeting performance benchmarks.
  • Authorized to work in the US for any employer, My current position comes with a multitude of tasks, the primary of which involves assisting customers of over 300 different credit unions over the phone.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Authorized to work in the US for any employer
AlbertsonsJanuary 2018 to March 2020Lead Cashier
Round Rock, TX
  • During my time working for Albertsons quickly was promoted to Lead Cashier due to my exceptional work habits and general positive attitude being noticed by managers and customers alike.
  • As the Lead Cashier I was given an extensive list of tasks and responsibilities, all of which I handled with tact and expertise.
  • A prominent job of mine was to maintain a general air of professionalism and leadership, not only for patrons in the store but also for my coworkers.
  • I was tasked with training and and all new hires, which included getting them up to speed on how to interact with customers, how to properly utilize the register, shadowing them to ensure they were following procedures, and many other tasks that come with providing a trainee with all of the tools they require to be successful.
  • I also had to ensure that I was always available for my coworkers to answer any questions.
  • Another factor that I was in charge of was keeping track of the arrival times of employees and making sure that everybody was where they needed to be and went on their lunch at the right times, and generally keeping everything running smoothly.
  • One of my largest and most important tasks was providing an incredible and satisfactory experience for every single person that came into our store.
  • The plethora of tasks that this entailed included managing the POS, providing expectational customers service and care, assisting customers with the locations and prices of products, and any other queries they might have, informing them of up-to-date info on any promotions the store was having, and otherwise making their shopping experience the best it could be.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Reviewed stock levels and shelves and pulled new inventory from stockroom to replenish floor.
  • Developed training and mentoring procedures to keep team member performance strong and optimized for store needs.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
  • Made change on cash register, handling payments by cash, credit, debit and personal checks.
  • Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
  • Worked closely with front-end staff to assist customers and maintain satisfaction levels.
  • Inspected checkout areas every [Timeframe] and directed team members in cleaning, trash removal and other actions to restore professional appearances.
  • Oversaw work of [Number] cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
  • Resolved issues with cash registers, card scanners and printers.
  • Kept store operations efficient and tasks current by carrying out daily store opening, closing and shift change actions in full.
  • Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
  • Managed cashier shifts and breaks.
  • Helped customers find specific products, answered questions and offered product advice.
  • Supervised more than [Number] cashiers and associates to maximize performance, efficiency and service levels.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Built and maintained productive relationships with employees.
Accomplishments
  • Received a job promotion within three months of employment as a result of outstanding work performance and dedication, as well as an eagerness to move up in my position.
  • Promoted from Customer Service Phone Representative to Quality Assurance Analyst, in less than 12-months
  • Promoted to [Job Title] due to [Action] and [Action] that achieved [Result].
Additional Information

Authorized to work in the united states at any employer

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Resume Overview

Companies Worked For:

  • Teleperformance
  • Albertsons

School Attended

  • Cedar Ridge High School

Job Titles Held:

  • Quality Assurance Analyst
  • Phone Representative
  • Lead Cashier

Degrees

  • High School Diploma

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