My main duty would involve evaluating a sample size of outgoing communications and incoming customer satisfaction surveys (Zendesk, Sprout Social, & Tableau platforms) for errors, pain points, potential training opportunities, correlating the data into a presentable form (Microsoft Word, PowerPoint, Excel, as well as the Google counterparts), and then building reports and presentations to show our performance to our clients (Google Meet/ Outlook/ Gmail) as well as our internal stakeholders (Microsoft Teams/ Outlook/ Google Docs). I would also be responsible for liaising and delegating with junior QAs on the team as well as 'as needed' assistants. I would also perform other tasks such as building training sessions for both individual agents and full teams, liaise with points of contact from the clients side regarding improvements to the knowledge base, issues with the client's customer facing help centre, out of date information in our approved communications, calibration sessions, and brainstorming sessions regarding our quality evaluation processes and the agent workflow processes.As the subject matter expert, I would be responsible for evaluating all new information and processes coming to our team, verifying the information, creating support material if necessary, and then delivering that information to the rest of team. I would also assist management operations and the trainer when they were faced with things they weren't sure of or might potentially need to be escalated.Finally, there were a number of other less frequent tasks I had like providing recommendations for action plans (with supporting data) to be implemented by other departments, monitor agent performance in real-time, perform deep dives, perform managerial tasks (due to sickness, schedule issues, agent comfortability, etc.), meeting with the client in person, etc.

Minded a German Shepherd mix for a woman who was studying in Lisbon. I kept the dog company, calmed him down when he got upset, took him for walks and made sure he had what he needed while the owner was out.

As a porter, I covered all areas of the hospital including casualty, x-ray, and the mortuary. I moved patients by wheelchair, trolley or bed, and also transferred patients using roller boards and spinal stretchers. I was responsible for the safe and timely delivery of lab samples and blood products. I was required to monitor and if necessary change oxygen cylinders, and distribute pharmaceuticals and chemotherapy drugs throughout the hospital.As a theatre attendant, I performed all the above duties in addition to the preparation of transplant supplies, transportation of organs within the hospital, the set up of operating tables and certain medical equipment, and occasionally assisting medical staff with aggressive patients. I have also trained new employees in both of these roles.

Cinema operative, security, cleaning, patrolling, stock checking, keyholder, training,

Locum position