I have been working as a Quality Analyst for almost 4 years with Customer Care and Sales, andHealthcare Companies. I have a huge background when it comes to sales. I've been working as amarket researcher and a sales specialist. I'm a fast learner and easy to work with.  I also have thecapacity to multi-task under pressure. Tested skills in Client Focused Analysis- track record in analyzing customer situation, customizingstrategies to provide one-time solutions.Works in a continuous process of evaluating calls and providing feedbacks enhancing the quality ofthe calls in three ways: recorded, live and side-by-side.Measures compliance against established expectations of agent behaviour.Communicates feedback to encourage good ones and discourage the bad ones to enhance quality ofthe calls.Makes informed decisions to make the process better, faster and quicker, implement or refine agenttraining and coaching initiatives to bridge skills gaps, correct broken internal process, improveworkforce, scheduling or alert other areas of organization that are having an impact.Utilizes a blend of the internal and external quality tools to provide balanced feedback from bothperspectives and communicate the difference between the external feedbacks (customerexperience) with the internal feedback (compliance)Ensuring that the Nesting Representative is current and up to date with the guidelines of theprogram.Quality huddles and Call listening calibrations to make sure that the Nesting representatives arecalibrated with the GSO call flow for them to deliver excellent service.Provides one on one coaching to nesting reps to continuously help them improve their call handling.Updating the Quality Dashboard and sending a report via outlook to Operations Team on a regularbasis to let them know what are the areas of opportunities and behaviours that the site needs towork on. The report includes the quality scores per cluster, quality scores per team, the qualityscores per line item (behaviour/guidelines), and Quality scores per call types.Adjustment POC – Making sure all the credits given to the customers by the Reps were valid andmaking sure that the credits/adjustments given is with in compliance.