Criselle Ann Latonero

Started working as telesales agent for 18 months and currently as Quality Analyst for 23 months

• Developed and maintained quality assurance procedure documentation.
• Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
• Evaluated agent performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective action.
• Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
• Maintained coaching and audit compliance inhancing agent performance

• Communicated with production team members about quality issues.
• Inspected quality of products, taking note of functionality, appearance and other specifications.
• Inspected incoming and outgoing materials for accuracy and quality.
• Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
• Performed visual inspections and non-destructive tests where appropriate.
• Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
• Collaborated with production staff to establish and meet quality standards
• Completed precise measurements using special tools.