I have a strong background in quality assurance and operations management, with expertise in both Retail and Debt Settlement sectors. I have consistently achieved high performance metrics, including maintaining an 80-90% monthly quality score and improving team engagement through gamification and effective feedback systems. Additionally, I’ve led Net Promoter Score (NPS) initiatives, ensuring client satisfaction and reducing account cancellations by up to 40%.
Along with overseeing a team of Quality Analysts, I am also skilled in cold calling, addressing customer concerns, and managing outreach campaigns to boost customer retention and satisfaction.
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