Experienced Quality Analyst with a demonstrated history of working in the BPO industry for almost 5 years. Skilled in Customer Service, Sales, Healthcare, and Quality Assurance. Strong quality assurance professional with a Bachelor's degree focused in Political Science from West Visayas State University.
Enrolled in the AB Political Science program at West Visayas State University from 2012 to 2016. I participated in Gawad Kalinga's volunteer efforts and was a vocal student leader.
-Performs monitors of agents chat interactions,
-Provides feedback about agents performance
-Participates in client calibrations.
-Conducts QA Talk for new hires to brief them with Quality guidelines.
-Review customer and vendor complaints.
-Creates Weekly Agent roster based on the list of Active Employees
-Perform monitors of agents call interactions for Billing and Technical support
-Provides Feedback about the agents performance
-Conducts Calibration with the on-site supervisors
-Conducts Calibration with on-shore Quality Assurance and Operations Team
-Conducts QA Talk for new hires to brief them with Quality guidelines
- Perform monitors for new hire agents
-Sends out weekly reporting for the new hires to check for improvement
- Review customer and vendor complaints.
-Interact with possible customer
- Upselling
-Work order creation based on the customer needs and chat interaction.
- Inbound interaction with customers
- Order Tracking, assistance in placing an order
- Validation of possible refunds and order replacement
- Reviewing Documents for patients to Qualify for insurance coverage for Durable Medical Equipment.
- Outbound calls to customers and Healthcare facilities to follow up the documents needed for the patient's Medical Equipment
Interacting with people and making sure that they are getting the quality of service they deserve.
Search the Internet for information on a wide variety of topics.
Involves setting standard based on the company's SOP to ensure the quality of work and satisfactory service/product
AREAS OF EXCELLENCE:
Quality Process
Evaluation/Feedback
Process Analysis/Improvements
Shes once was a member of my quality team andvery dedicated and trustworthy. She always delivers.
I've known Carms since she was my trainee for a Telco Sales account. She's been consistent with her performance and work her way to become a QA for the same Telco Billing account. For just a span of 3 years she became my colleague in the Training & Quality Team. She was easy to work with and super cool with building relationships with her workmates. I believe one of her strengths would be her flexibility. She was transferred to several lines of business and she was able to take it positively and contribute efficiently to the team. I wish to work with her in the future if she wishes to work in a Health Care account.