I am currently a Quality Analyst for Global English Uber for Business across different modalities (email, chat, phones, in-app messaging) for 3 years now with a scope of support across multiple sites (MNL COE, HYD COE, Teleperformance Bogota BPO, and Concentrix GRG).One of my tasks is to perform targeted quality reviews in order to identify and act on areas of opportunity in the support process of the line of business. The goal is to identify and promote continuous improvement opportunities in training, process, and policies.I also proactively identify inconsistencies in content, provide recommendations for content updates, and ensure consistency across all resources.My job also includes the Identification and removal of barriers to CSR success wherever they originate (tools, training, resources, etc.) using the current QMS.