Quality Analyst - Answernet - Remote
(2022-01 - 2025-01)
- Evaluated ~50 customer interactions weekly to measure service quality and compliance standards across a 40-agent support team.
- Improved agent QA performance by identifying recurring quality gaps and delivering targeted coaching feedback to agents and supervisors.
- Maintained quality standards by auditing calls, documenting findings, and escalating service risks to account leadership when necessary.
- Strengthened operational visibility by generating QA reports tracking compliance scores, quality ratings, and call handling trends.
- Supported agent development by conducting coaching sessions and recommending training priorities based on audit findings.
Customer Service Agent / Quality Analyst - Answernet - Remote
(2020-01 - 2022-01)
- Resolved customer inquiries and service issues while maintaining strong QA and compliance standards in a high-volume call center environment.
- Contributed to quality improvement efforts by reviewing agent interactions and educating teams on QA expectations and evaluation criteria.
- Assisted leadership with QA documentation by organizing reports, reviewing process gaps, and recommending improvements to workflows.
- Helped improve service consistency by identifying common call handling issues and escalating trends impacting customer experience.
Customer Support & Order Specialist - Sykes - Remote
(2018-01 - 2020-01)
- Processed customer orders and account requests while maintaining accuracy across billing, shipping, and transaction verification processes.
- Reduced order errors by verifying customer details and transaction information prior to order processing.
- Assisted customers with product questions, order status, and billing concerns while maintaining strong service standards.
- Improved customer satisfaction by resolving order issues and delivery concerns efficiently during high call volume periods.
Cashier/IS Manager - Staples
Sales Associate - Walmart
