Tia Perkins

Quality assurance professional with experience evaluating customer support interactions, coaching agents, and improving service quality in remote call center environments. Known for identifying performance trends, strengthening QA compliance, and supporting leadership with data-driven insights. Experienced monitoring high call volumes while partnering with supervisors to improve agent performance across teams of 40+ representatives.

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

Vocational School Certificate - Office Technology Specialist - Vocational School