Call Center Quality Analyst Resume
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7930 Carpenter St, Apt#45
Seattle, WA 98119
(123)-456-1234
b.moore@emailaddress.com
Job Objective: Obtain a Call Center Quality Analyst position in a well established firm that offers opportunities for professional growth.
Highlights of Qualifications:
Remarkable Ability to Analyze and track historical call volume, seasonal variations and trend
Ability to Create and maintain organizational and individual scorecard system
Ability to Track and analyze compliance to call center service standards
Excellent multi-tasking skills
Proficient with Excel, Access, Windows - DOS, word processing and screen navigation
Strong communication and problem solving skills both written and verbal
Excellent time management and organizational skills
Self-motivated and able to work independently
Professional Experience:
Call Center Quality Analyst, August 2005 - Present
CDI Corporation, Seattle, WA
Consistently sent immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls.
Participated in internal calibrations with Quality and Operations and ensured consistent scoring.
Responsible for being objective liaison on behalf of the client to the vendors.
Participated in assisting with Quality lessons and improved quality performance.
Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs.
Call Center Quality Analyst, May 2000 – July 2005
MedAssurant Inc, Seattle, WA
Performed contact call center monitoring, evaluated and reported all agents within regional territory.
Actively used quality management system to compile, track and trend agent performance.
Communicated with center leadership and Corporate Customer Service Team and socialized call center performance and observed performance gaps.
Analyzed call trends and identified agent and call center training opportunities and provided recommendations to management.
Education:
Bachelor's Degree in Computer Science, University of California, Berkeley, CA
