Managed schedules, accepted time off requests, and found coverage for short shifts.Prepared various detailed reports on updates to project specifications, progress, identify conflicts, and team activities.Evaluated employee skills and knowledge regularly, training and mentoring individuals on skills.Participated in cross-functional team-building activities.Coached new team members on service techniques and provided scoring through a quality assurance program.Stepped up to assist the operations manager with complaints and issues.Delivered instructional presentations on equipment use, focusing on efficiency and safety.Implemented new training courses after assessing corporate data and identifying employee weaknesses.Reviewed operations report understanding RCA.

Coached and motivate a 2-person QA team to develop competencies.Investigated variances, performed root-cause analysis, and documented corrective actions to resolve complications.Wrote, reviewed, approved, and updated documents to preserve quality assurance standards, methods, and procedures to meet compliance requirements.Liaised with clients to organize and perform quality calibrations with operations.Established and tracked quality department goals and objectives.Scheduled and chaired quality review meetings to review the effectiveness of performance, improving throughput, and achieving company satisfaction.

Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity.Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.Motivated employees to maximize team productivity.Coached teammates to provide support.Promoted to lead.

Manage an inbound call/web-case queue, processing 40+ cases a day Maintained 95%+ goal in QualityAssurance Elected Team Captain by my peers, twice.Leadership appointed as acting SME; responsible for knowledge- base comprehension, metric-based coaching of team members, data gathering, taking supervisor calls, and assisting with overall process improvement and problem-solving.Part of a specialized team for approving equipment requests for clients.Work with various systems in Google Suite, slack, sales force, and email content moderation.Promoted to a Quality Analyst

Comply with client standards, goals, and expectations.Oversee content for accuracy and errors.Proofread, edit, and improve content as required.Meet deadlines and quality assurance requirements.

Answer phones and assist the customer to their respective needs.Book, cancel, and reserve reservations.Assisted more than one customer at a time.Technical assistance.Inform customers of our various programs.Provide great customer support and build rapport with the customer.