▶ Reporting to the Team Leader and assessing processes and policies of The Quit Group to ensure standards are met and best practices are maintained and developed.▶ Interacting with clients through inbound telephone calls / call backs, outbound support calls, client emails, administration of client blogs, client faxes, and referrals received via Email, fax, text, etc▶ Writing, reviewing and updating Quality Assurance processes and policies to ensure they remain up-to-date and relevant to business changes▶ Prepare monthly (email) Quality Assurance Assessment Report for Team Leader using monthly data collection and suggesting recommendations for client contact improvements and changes for inclusion in monthly report▶ Developing charts and graphs to ensure data is adequately processed, analysed and stored▶ Collecting, collating and analysing data in appropriate form for reporting monthly (email) Quality Assurance assessment report▶ Ensuring storage, maintenance and access of all assessed data and results from random checks of client interactions▶ Identifying gaps in Quitline evaluation processes that require modification, development and documentation (electronic and hard copy)Achievements:▶ Consistently receiving “Exceeds Expectations” mark in all annual performance reviews▶ Being nominated and receiving “Employee of the Month” award▶ Consistent promotions, high quality scores and performance recognitions▶ Coming up with and writing a proposal for improving Service Quality in the Quit Group which included: suggesting on running different audits/assessments in order to identify the trends in the whole contact centre, moving away from just evaluating calls but also looking at other processes (such as how data is entered into the CRM, call trends etc), coming up with ideas for audits/assessments needed for other team members to follow▶ Providing coaching and support to Quality Assurance Advisors and Quitline Advisors

▶ Evaluated Quitline Advisors calls and wrote detailed evaluations where positive behaviour was identified as well as performance gaps and recommendations were written.▶ Acted as the Team Leader and performed supervisory duties whenever the Team Leader was away▶ Provided coaching to underperforming Quitline Advisors in terms of call structure, listening skills, questioning skills and probing further into clients’ answers

▶ Received and made calls to clients to assist them in quitting smoking▶ Navigated and entered data into CRM for proper documentation▶ Utilised empathy and active listening skills as well as good probing and affirming skills to gain clients’ trust and develop rapport