Monitor and evaluate agent interactions in line with company and client guidelines. Helped establish pioneering accounts as POC, helped in replicating existing processes and building reports

Monitor and evaluate inbound calls for Farmers Insurance Company. Take part on QA initiatives that can help operations drill down call drivers as well as negative behaviors.

Monitor and evaluate inbound calls ensuring client requirements are met. Spearhead QA initiative in creating reports to help operations monitor and resolve areas of improvement. Handled B2B, SMB accounts, crossed trained in auditing residential accounts for both billing and tech.

Review disputes submitted by business owners and ratings submitted by customers. Tasked as Subject Matter Expert in supporting team’s daily goal.

Monitor overall team performance in terms of sales quota, quality and agent behavior. Implemented E.O.P, refresher training, assisted in revising score card computation.

Provide in-depth research for different business sites before incorporating the data on the Servdex website. Given the task of POC: to review research submitted by the group prior to presenting to the client for approval and upload.