Maintains high levels of quality while ensuring compliance with regulatory requirements and company policies. Manages a team of Quality Analysts and support staff in performing quality checks and audits. Supported end to end Dispute and Chargeback, Sanctions Screening, KYC, Fraud Monitoring, and Customer Support

Managed various customer issues depending on account assignment; transactions can be related to billing and collections support, client inquiries, and product support resulting to lesser escalation

Conducted end-to-end monitoring and feedback, reinforced positive agent behaviors that resulted in customer satisfaction, and reformed those that resulted in negative customer experience. notify OPS leaders of Zero Tolerance Policy Violations based on the audited result and provide regular reports on the reviews completed this is to ensure that agents provide quality service in line with organizational objectives. Optimized quality assurance resulted to increase agents' efficiency through behavior modification, enhance the quality of service to customers and improve close rates

Provided daily huddles to Customer Service Representatives to ensure that the agents are properly calibrated so that the account’s deliverables will meet the needs of the stakeholders, legislation, policies, and standards