• Sourced candidate resumes from mass mailing, employee referrals, and Internet job-sites (JobDiva, Monster, Dice, Linkedin).• Set and configure the search criteria on websites and databases to generate new candidates• Conducted telephone screening interviews as appropriate• Conducted telephonic interview with candidates to verify experience, communication, availability date and location and doing a preliminary assessment round and qualifying them for technical interviews.• Performed preliminary assessment to check candidate's interest level and also the basic technical knowledge.• Maintained ongoing communication with candidate on future positions based on continuous criteria matching. • Conducted initial screening interview, reference checks, negotiate salary & relocation• Negotiated compensation packages by assessing relevant experience, education, skills and personal qualifications to determine pay type/rate, relocation benefits.• Managed candidates throughout the interview processTechnologies/Tools Used:• JobDiva Applicant Tracking System (ATS)• LinkedIn Recruiter, Monster and Dice• MS Office (Outlook, Excel, PowerPoint and Word)

Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter.Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, CallCenter leadership, CallCenter operations, analysts and the Service Quality teams.Performs mock calls with new hires post-training to determine readiness for moving into support.Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CallCenter teams and sites.Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.