I have been working in the Quality Department for 12 years through multiple accounts and clients. My most significant role was a QA Supervisor where I managed a team of evaluators handling different accounts. I overlooked the calibration sessions, fostered a healthy relationship between QA and Operations by promptly addressing disputes and score variance. I presented QA score trends in relation to CE and provided action points during weekly management meetings.
Prior to being a QA Supervisor, I worked as a QE and headed the team in creating Quality forms and Scoring guides for our account. I worked closely with the client and attended trainings to ensure the forms we created were aligned with their QA and CE goals. I then facilitated the training of agents on the new forms prior to implementation.
My most recent experience was a remote Quality Evaluator. I was able to provide quality evaluations and met daily goals with minimum supervision. My main role was to provide daily evaluations for incoming and outgoing calls. I reviewed and responded to Lead Concerns, highlighted related QA attributes and provided coaching points to Operations.
