Experienced Process and Quality Analyst with 5 years of expertise in monitoring, evaluating, and enhancing process performance and service quality within fast-paced BPO environments. Proven track record of driving continuous improvement initiatives, performing root cause analysis, and developing quality assurance frameworks that align with business goals and client expectations.
Backed by 15 years of total experience in customer support, including voice, chat, and email channels, with strong capabilities in issue resolution, customer retention, and tea-----------ntoring. Demonstrates deep understanding of service level agreements (SLAs), key performance indicators (KPIs), and customer experience metrics.
Skilled in:
Process audits, quality monitoring, and compliance checks
Performance trend analysis and reporting
Agent coaching, feedback delivery, and calibration sessions
Workflow optimization and SOP development
Customer satisfaction (CSAT), Net Promoter Score (NPS), and first contact resolution (FCR) tracking
BPO tools and platforms (CRM, QA dashboards, ticketing systems)
A highly analytical and quality-driven professional with a commitment to operational excellence, team collaboration, and delivering best-in-class service.
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