Simone Forrester

BSC PSYCHOLOGY

OBJECTIVE

To become a vital member of an organization that is conducive to my professional growth by capitalizing on my meticulousness, natural adaptability and vast capacity for learning.

EDUCATION

University of the West Indies

Bachelor of Science Degree in Psychology, September 2017

Graduated with honours
Glenmuir High school (2004-2011)

Nine CAPE subjects: Biology (Units I and II); Spanish, Mathematics (Units I and II); Literatures in English (Units I and II), Caribbean Studies, Communication Studies

Nine CSEC subjects: Spanish, English Literature, History, Mathematics, Geography, English Language, Biology, Chemistry, Physics

PROFESSIONAL EXPERIENCE

Quality Supervisor • SGS Jamaica • November 2016 – Present

Duties Include:

Supervising a team of up to 10 Quality Assurance Specialists, which includes but is not limited to: training newly recruited Quality Analysts on manipulation of tools; demonstrating how to create and interpret reports to identify site trends.
Liaising with Operations and making recommendations on how to improve site Quality and overall performance.
Developing new audit tools and hosting calibrations on same to ensure consistency among auditors.
Cascading new processes/ policies to the production space and creating reports to assess adherence.
Attending client calibrations on behalf of the program.
Senior Quality Analyst • SGS Jamaica • March 2016 – November 2016.

Duties included:
Assisting manager with grooming new QA recruits by explaining the expectations of the role, demonstrating how to maneuver tools and also vetting audits and providing feedback.
Hosting internal calibrations among all arms of support.
Owning all aspects of performance for outlying agents in order get measurable results at the end of a specified period, usually a month.
Quality Assurance Specialist •SGS•June2014- March 2016

Duties include:

Auditing call recordings and emails handled by Customer Service Representatives for a well- known online retailer to ensure world- class Customer Service is provided.
Analyzing customer feedback on agents’ performance and relaying trends to the client in a bid to improve the product.
Customer Service Representative •Mona Technology park• February- July 2013- June 2014

Duties include:

•   Handling inbound calls from a largely American clientele and aid with a number of online- shopping related issues.

KEY SKILLS

● Advanced proficiency in Spanish; excellent oral and written communication skills, interpersonal skills; high proficiency in the use of Microsoft Office suite