I am a Quality Assurance Analyst/Specialist with over 8 years of experience in
handling audits to make sure that agents provide a quality service to our
customer and help implement business strategic objectives.
Has a strong interest in projects that require analytical skill to come up with
proactive solutions to improve process and meet client metrics.

WOR K E X P E R I E N C E

SENIOR QUALITY ASSURANCE SPECIALIST/ANALYST
Teletech l February 2012 – January 2020
Conducts quality assurance audits per business unit assuring company standards are
maintained and service integrity is preserved.
Weekly calibration session per business unit and closed loop updates
Publish weekly and monthly Enterprise reports for Credit and Adjustment, TL
Evaluation upload compliance, Legal and Regulatory compliance and closed feedback
loops.
Conduct roll-out and walk through for new processes.
Collaborate with client to improve customer handling and process improvement.
Create different types of form needed for Quality evaluation and Audits utilizing Excel
Macro and Visual Basic.
Spearheaded and SME for the credit reduction and Talk time reduction project.

TELSTRA PROJECT RISK AND COMPLIANCE
Telstra l October 1, 2014 – December 11, 2015
Call evaluation for different Telstra vendors to assess compliance for
Privacy and Security, Complaint and Sales.
Publish Reports for Legal and Regulatory Compliance
Provide call outs to all Telstra vendors to improve customer handling and
comply with the legal and regulatory guidelines

TECHNICAL SUPPORT SPECIALIST
Teletech l December 2010 – February 2012
Provides Technical assistance to customers in terms of Internet
connection, email and computer related issues