Trainer /Quality Assurance Specialist Resume Example

TRAINER /QUALITY ASSURANCE SPECIALIST

Summary

Methodical Quality Assurance Specialist with a [Number]-year track record of providing exceptional discretion, quality management, and performance analysis services in the [Industry Name] industry. Adept at training new hires and retraining employees and managing the accuracy of all products. Competent Quality Assurance Specialist with [Number] years of experience in oversight of [Product or Service] excellence. Proven record of quality leadership in all facets of production, team performance and fulfillment or delivery. Strategic in planning, implementing and improving processes and standards which generate opportunities for sustainable company and employee growth. Hardworking and reliable [Job Title] with strong ability in [Task] and [Task]. Offering [Soft skill], [Soft skill] and [Soft skill]. Highly organized, proactive and punctual with team-oriented mentality.

Skills

Dependable/Proficient (excellent independent/unsupervised employee)
Team builder
Customer Retention and Loyalty
Manage Inbound Call Centers

Accelerated problem-solving abilities
Customer conflict mediator
Impactful new-employee trainer
Exceptional communicator and motivator

Excellent Proofreader (verbal and writing communication skills)
Works efficiently under pressure
Good eye for detail

Experience

Trainer /Quality Assurance Specialist07/2006 to 09/2014Alorica Inc., Miami, FL

Consulted with management personnel on updated QA modules and requirements.
Performed frequent QA product evaluations for The College Board Department at Alorica, Inc., including new hire training/recurrent training, customer resolutions and call monitoring.
Collaborated with management to discuss effective plans for resolving major quality problems.
Performed daily QA College Board product evaluations for Call-Center employees.

Call Center Supervisor06/2003 to 06/2006Improv Comedy Traffic School, Miami, FL

Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
Facilitated individual coaching sessions with CSRs to realign productivity goals.
Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Motivated customer support team in [Timeframe] meetings to increase productivity and achieve [Timeframe] goals.
Evaluated employee job performance and motivated staff to improve productivity.
Mentored new employees on [Task] and [Task] and delivered constructive feedback to increase understanding of job duties.
Conducted [Timeframe] performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
Managed daily operations within [Type] office by supporting continuous delivery of excellent services and care.
Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
Trained [Number] employees on best practices and protocol while managing teams to maintain optimal productivity.

Business Office Manager06/1998 to 07/2003Miami Times Newspaper, Miami, FL

Led all business operations for [Company], seeking and identifying opportunities to improve profitability through cost [Action] and [Action].
Supervised [Duty], [Duty] and [Duty] of [Number]-member team.
Interviewed, onboarded, developed and oversaw daily activities of [Number] clerical and administrative office personnel.
Managed daily operations within [Type] office by supporting continuous delivery of excellent services and care.
Mentored new employees on [Task] and [Task] and delivered constructive feedback to increase understanding of job duties.
Evaluated employee job performance and motivated staff to improve productivity.
Distributed company correspondence, including memos and updates to reinforce and apprise departments of corporate objectives and developments.

Customer Service Supervisor03/1984 to 06/1998Carnival Cruise Lines, Miami, FL

Revised department schedules to maximize coverage during peak hours.
Assessed team member performances, delivering one-on-one coaching to promote better service.
Drove customer escalations to resolution by engaging directly with clients.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Oversaw and assessed customer service staff activities, providing personnel with regular performance-related feedback.
Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
Provided customer service and issue resolution to increase QA satisfaction levels.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Supervised [Number] customer service calls per week to track support issues and improve operating procedures.
Mentored new employees on [Task] and [Task] and delivered constructive feedback to increase understanding of job duties.

Education and Training

Miami Dade College, Miami, FLAssociate of Arts, Journalism, Print

Hobbies

Avid fisherman (fresh and salt water). Exercise Instructor for seniors(increase flexibility/stability), gardening, and spoken word recitations/poetry.

Resume Overview

Companies Worked For:

Alorica Inc.
Improv Comedy Traffic School
Miami Times Newspaper
Carnival Cruise Lines

School Attended

Miami Dade College

Job Titles Held:

Trainer /Quality Assurance Specialist
Call Center Supervisor
Business Office Manager
Customer Service Supervisor

Degrees

Associate of Arts , Journalism, Print

Trainer /Quality Assurance Specialist Resume Example

Resume Score: 80%

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