Tasks and Responsibilities:1. Developing Quality Standards - Establish and update customer service quality standards in line with company policies, clients policies, and customer needs.2. Monitoring and Evaluation - Set the goal for customer interaction audits and conduct regular audits of current auditors to ensure adherence to quality standards.3. Feedback and Improvement - Provide feedback to auditors and collaborate with the training team to address areas for improvement.4. Data Analysis - Analyze customer service data to identify trends and provide insights to senior management.Customer Feedback5. Collect and analyze customer feedback to assess satisfaction and develop action plans for improvement.6. Reporting - Prepare and present reports on CSR performance and quality metrics to senior management.7. Process Improvement - Identify and implement process improvements to enhance service efficiency and effectiveness.Compliance8. Ensure compliance with company policies, industry regulations, and legal requirements.Team Leadership9. Lead and mentor the quality control team, fostering a positive work environment.10Technology and Tools - Implement and manage quality control tools and stay updated on the latest customer service technologies.11. Conflict Resolution - Address and resolve escalated customer service issues and complaints.12. Collaboration - Work closely with the customer service manager and other departments to align quality control efforts with business objectives and share best practices.

Quality Business Analyst for Ubiquity Global Services El Salvador.* Projects focused on Quality and Customer Service* Collect and Analyze data with an emphasis in Business Expansion* Identify possible/specific business opportunities around reporting.* Influencing stakeholders to support business projects.* Testing business processes and recommending improvements around QA Dashboard.

* Responsible for the Quality Area for the assigned(s) Program.* Ensure that Quality initiatives are implemented* Continually calibrate QA with the cooperation of Ops Team Program in order to createconsistency in each process to be implemented.* Present QA Action Plans to Client.* Continuously working with Training department to keep training information upto date with new processes, along with the creation of Training material for newprocesses/tools.* Keep the Program agents updated with new processes.* Create new Quality Forms according to new LOB and review existing Forms withthe support of Ops Program Staff to verify that current Form complies with AccountKPIs.* Report quality performance related issues.* Mentor fellow Quality Analyst according the need/challenge they present on their current programs.

* Responsible for the Quality Area for the Program.* Ensure that Quality initiatives are implemented* Continually calibrate QA with the cooperation of Staff Program in order to createconsistency in each process.* Present QA Action Plans to Client.* Continuously working with Training department to keep training information upto date with new processes, along with the creation of Training material for newprocesses/tools.* Keep the Program agents updated with new processes.* Create new Quality Forms according to new LOB and review existing Forms withthe support of Program Staff to verify that current Form complies with AccountKPIs.* Report quality performance related issues.

Quality Analyst/SME for Anchorfree El Salvador* Responsible for the Quality of Anchorfree El Salvador.* Ensure that Quality initiatives are implemented.* Continually calibrate along with the Ops Staff in order to create consistency in each process.* Continuously working with the Training team to keep training information up to date with new processes, along with the creation of Training material for new processes/tools.* Keep the agents updated with new processes. * Report quality performance related issues* Manage client major escalations.* Experience supporting leadership members in an operational or project role for Multi-Geo sites* Process Mapping

T2 Agent, responsible to handle inquiries major escalations regarding payments, Data Entry, as well to provide general support for and inquiries regarding the service for users around the world.Head of Account Assistant: Responsible for updating training and procedure material. Verifying all documentation is fully up to date regarding the multiple services that company offers.

Answer incoming calls, provide best product according customer needs and give technical support assistance when required according the policies of the company

Customer Service, Tech Support and Collection agent for AT&T DSL, Mobility and KOHL'S.Duties also include back-up QA for Collection account.