Conduct Quality Assurance evaluations for customer support interactions with a specific focus on Risk Operations channelsDeliver concise, yet comprehensive, constructive feedback following a structured format to enable continuous improvement for agentsHost shadow sessions to educate agents on evaluation processes through live demonstrationsConduct one-on-one consulting sessions with agents, focusing on enhancing their individual performanceParticipate in calibration sessions, sharing your evaluation decisions and reasoning with the team to ensure consistencyRegularly engage in one-on-one meetings with Risk Operations Team Leads to review agent performance and identify trendsMonitor and report on compliance and policy adherence within the Risk Operations teamCollaborate effectively within the team to achieve shared goals

Conducts monthly QA process for ESS and ACSC through evaluation of a random sampling of requests completed by EAs and AgentsDevelops enhanced quality customer service process improvements and innovation. Ensures that workload standards are being met according to the expectations and guidelines established for the department through workload and performance management Compiles statistics and feedback regarding quality assurance and customer satisfaction, obtained through polls conducted with executives who are chosen randomlyCreates date and time stamps along with report solution documentation that provides reference to data flow and data integrityMonitors the agents taking phone calls. (RingCentral does not offer the video/screen capturing currently)Provides oversight and monitoring of recording system, and performanceProvides input and insight to Delivery Leads on improvement opportunities, ideas to foster employee morale, and effective ways to balance workloadsConducts periodic learning opportunities for ESS and ACSC with a focus on deepening skill sets and improving performanceAssists with training and educational opportunities associated with new hires, new processes, and toolsActs as a mentor for new hiresWorks directly with training resources and Leadership to provides one-on-one coaching for EAs and agents, which will identify training opportunities based on trends in QA reviews.Escalates any issues or concerns to the supervisor that relate to providing effective support to executives or agentsOther duties as assigned

Delve into call recordings and chat transcripts to unveil meaningful insights,identifying key themes in the customer service experience and discoveringpotential points of friction along the customer journey.• Communicating actionable insights and following trends that empower theteam to make data-driven decisions, enhancing the overall customerexperience.• Harness the power of cutting-edge metrics dashboards and data tools touncover valuable patterns and trends, allowing to present well-craftedstrategies for continuous improvement.• In this exciting start-up environment, I created guidelines (SOP) and definedthe structure for all related clients, becoming a driving force in shaping thecompany's service standards.• Created a top-notch quality department by spearheading the training ofincoming employees and actively participating in on-the-job training,fostering a culture of excellence from the very foundation of the team.

• Ensuring the accuracy, timeliness, and efficiency of every service transaction with meticulous attention to detail which set the standard for unparalleled customer experiences.• Take on the role of a virtual coach, guiding and empowering newer team members to reach their full potential. • Being immersed in the voice of the customers, gathering their invaluable feedback.

• Performing meticulous audits of teamwork to ensure accuracy and adherence to standards, empowering the teams to deliver exceptional results. • Providing personalized one-on-one coaching and training recommendations to management, fostering continuous improvement and excellence.• Actively engaging in departmental meetings, offering valuable feedback and comprehensive reports on quality assurance service levels. • Staying ahead of the game by continuously learning and staying updated on current procedures and changes. I took the initiative to spend 4 hours per month on calls, gaining valuable insights that will shape our approach to customer service.• Serving as a vital link between the team and our esteemed clients, ensuring effective and seamless communication that enhances the customer experience.• Bringing data to life by generating insightful reports based on completed evaluations. • Delivering succinct and impactful summaries of employee performance to department leadership, recognizing achievements, and identifying areas for growth.