Joyce Olo
Quality Analyst
Pasig, Metro Manila,PAM
Summary
In-depth and thorough Quality Assurance Specialist with 2-year background. Meticulous and perfectionist, beyond attentiveness to details to achieve goal and growth. Exceptional interpersonal and management skills. Committed to paying impeccable attention to reviews and auditing procedures. Reliable with abilities in blueprint interpretation, operations monitoring and quality control inspections. Outstanding communication, active listening, and organizational talents. Physically fit and adaptable with the capability to work in various work environments.
Overview
3
3
years of professional experience
1
1
Certificate
Work History
Call Monitoring Specialist
Founder
01.2022 - Current
- Enhanced agent skillset through the development and delivery of customized training programs based on identified needs from monitoring activities.
- Contributed to a positive work environment by recognizing exceptional agent performance during monitoring sessions.
- Upheld company standards in all customer interactions by consistently enforcing established guidelines during call evaluations.
- Ensured regulatory compliance in all evaluated calls, protecting both the company''s interests as well as customer rights.
- Boosted customer satisfaction by providing feedback to agents on their strengths and areas for improvement.
- Ensured consistent service delivery by conducting regular calibration sessions with other Call Monitoring Specialists and supervisors.
- Enhanced call center quality by monitoring and evaluating customer interactions for compliance with company policies and procedures.
Customer Service Representative
Sykes Asia
09.2021 - 01.2022
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Skills
Compliance Monitoring
Coaching and Feedback
Professional Demeanor
Client Relationship Management
Problem-Solving
Analytical Thinking
Attention to Detail
Time management abilities
Risk Assessment
Effective Communication
Adaptability and Flexibility
Certification
Six Sigma White Belt Certified
Timeline
Call Monitoring Specialist
Founder
01.2022 - Current
Customer Service Representative
Sykes Asia
09.2021 - 01.2022