André Leão

Experienced Service/Product Quality Analyst with a proven track record of delivering quality feedback to agents, maintaining SLA performance, and identifying and addressing quality trends. Strong analytical skills, ability to work in a fast-paced environment, providing excellence in performance and quality service. Looking for the next step in my career, preferrably remote, where I can grow and learn new skills.

Daily completion of quality reviews and appeal reviews

Deliver quality feedback to the agents on completion of quality sample and appeal reviews

Execute actions for individuals and/or team to maintain or improve SLA performance

Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations

Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead

Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner

Identify quality trends for the market/agents supported and develop corrective solutions

Report bugs and continually check if bugs have been resolved

Work with agents and colleagues to ensure enough grey area cases are reported

Weekly catch-ups with SME and Training teams to assess the current new hire training and identify if amendments are required

Develop PKT tests weekly or monthly and use results to conduct team refresher training or individual feedback

Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors

Contribute to the innovation process by submitting new innovation ideas or process improvements

Support additional workflow requests from the client

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