| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Harrington Park, NJ Street Address -519-4564 EMAIL AVAILABLE LINKEDIN LINK AVAILABLE Expert Communicator Team Motivator Solution Manager QUALITY ASSURANCE SPECIALISTOutcome-driven Quality Assurance Specialist with 10+ years of experience improving performance and elevating standard operating procedures. Provides innovative solutions that promote continuous development and strategic collaboration. Expertise in building and coaching exceptional teams, creating remarkably cooperative environments that retain talent. Skilled in promoting shared vision, identifying opportunities for advancement, and defining necessary changes. Proven track record of developing initiatives that streamline processes and optimize quality. Expert presenter and communicator able to explain complex ideas concisely, building consensus across organizational levels and aligning partnerships with key stakeholders. Technologically proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.AREAS OF EXPERTISEProject Management Quality Improvement Metrics Reporting Attention to Detail Strategic Direction Feedback & Coaching Process Improvement Contact Center Management Quantitative Data Analysis Organizational Development Performance Improvement Regulatory Compliance PROFESSIONAL EXPERIENCEValley Bank Wayne, NJTrainer and Quality Assurance Associate July 2023 - Present Improve Customer Service performance of phone agents through creation of training initiatives for the Customer Care department. Facilitate 7-week training program to new hires as well as various other refresher training courses as needed. Oversee onboarding of new hire agents, including log-in and password set up of necessary applications and internal websites. Implemented and designed a 5-day Nesting program for newly trained agents to familiarize them with the call-taking process prior to their beginning of independent Customer Service calls.Trained Customer Service agents on company products such as Checking, Savings, CD & IRA accounts as well as Digital products and internal systemsFacilitated New Hire training classes ranging from 4-15 people in Florida and New Jersey; training conducted via ZoomResponsible for updating and creating of various training manuals according to frequently changing internal processes and policies within the company Ableto New York, NYContact Center Operations Experience March 2018 July 2023 Recruited by company leadership to elevate health services team performance, implementing new comprehensive quality assurance program based on data trend analysis. Evaluate feedback processes and conduct systematic reviews of client services, including 150-200 cold calls per month. Align monitoring processes to supervisor and quality associate expectations, specifically during calibration meetings. Oversee onboarding and coaching procedures for new engagement specialists, identifying deficiencies and determining improvement priorities.Coached agents on improving sales approach and optimizing performance, increasing success rate from 50% to 61% within 17 months.Mentor 7-12 new agents simultaneously to meet quality assurance expectations, collaborating with Training Department to ensure consistency of instruction and procedures.Coached international vendor team of off-shore employees unable to meet quality expectations, improving performance through shared spreadsheet information. Candidate's Name Page 2 PHONE NUMBER AVAILABLE EMAIL AVAILABLE Toys R US Wayne, NYQuality Assurance Coordinator April 2017 November 2017 Maximized client satisfaction by developing service policies and processes that supported representative efforts. Assessed performance, delivered constructive feedback, and organized collaborative calibration sessions to discuss process advancement.Analyzed survey results of 200+ monthly customer service calls collected before position start date, recognizing areas of opportunity and boosting efficiency and customer loyalty.Refined overall agent quality performance within 6 months, driving improvement rate from 77% to 80% in quality assurance scores of customer service vendor teams. Aspire Lifestyles Jersey City, NJQuality Assurance Specialist/Trainer May 2016 April 2017 Implemented effective quality assurance program, improving individual skills and ensuring QA compliance. Responsible for providing training support and recommending standard revisions and process modifications. Established effective lines of communication, encouraging feedback to continuously improve outcomes. Handled root cause investigations, preventative actions, and problem resolution, tracking and reporting results.Trained 10 new hires and 50+ tenured employees, documenting performance and verifying activities.Improved call center agent QA scores from 74% to 79%, monitoring recorded conversations and providing one-on-one feedback and coaching.GAF Materials Corporation Wayne & Parsippany, NJ August 2012 May 2016 Guarantee Services Representative December 2014 May 2016 Evaluated and approved commercial building warranty registrations submitted by contractors, enhancing guarantee numbers. Tracked requests and responded promptly to communications within the U.S. Eastern Region.Provided exceptional customer service, maximizing satisfaction among contractors, building owners, territory managers, and building inspectors.GAF Materials Corporation Wayne & Parsippany, NJ Quality Assurance Specialist August 2012 December 2014 Improved productivity of 25-30 representatives, demonstrating descriptive, corrective, motivational, and effective feedback styles. Streamlined department processes, integrating new elements into QA forms to improve data collection. Developed leads, categorized requests, and explained product details to potential clients.Improved client experiences by analyzing quality assurance processes and improving internal procedures.Trained new hires effectively and enhanced staff morale, educating on importance of QA processes.Simplified ambiguous and unclear expectations, collaborating with management to outline expectations for agents and streamlining departmental processes with updated Quality Performance forms.Trained new hires, instilling new skills and acclimatizing staff to the GAF quality assurance process. ADDITIONAL EXPERIENCEManaging Director & Customer Service Sales Manager Huntington Learning Centers Inc. Oradell & Wayne, NJ EDUCATIONBA in Communications (Minors in Spanish and Sociology) West Chester University of Pennsylvania RECOGNITIONCircle of Excellence Nominee AT&T Wireless |
