• Remarkable experience working as an Operations Team Leader and Quality Assurance Specialist within a call center environment• Thorough knowledge of and proficiency in quality improvement tools and processes• Familiarity with call center management tools, call center monitoring and reporting software• Proficient with database, word processing, spreadsheet, and presentation applications• Excellent written and verbal communication skills• Amazing ability to analyze and identify customer needs• Strong data analysis, interpretation and problem solving skills• Willingness to accept challenges along with the ability to work under pressure• Goal-oriented and motivated individual along with the ability to work independently• Ability to develop quality assessment strategies and plans and implement them successfully• Remarkable attention to detail, communication, and leadership skills• Exceptional ability to work independently and with a team• Conducted performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers.• Provided tips to non-achievers on ways to improve work performance• Monitored daily functions of the call center and ensured smooth operation of all activities, and resolved issues, if any.• Established defined quality standards for all work aspects of the organization• Investigated and solved escalations and satisfied customers with concrete solutions to their problems.• Identified areas and opportunities to upgrade quality standards within management processes and systems.