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Summary
A Quality Assurance and customer services Professional with more than 4 years of experience, highly motivated individual with excellent inter-personal skills, strategic thinking and a clear analytical approach. Willingness to tackle difficult assignment has allowed the opportunity for wider experience. I have vast exposure for services standards.
Experience
Analyst Quality Assurance (Contact center)
• Coordinate with different units to receive evaluated calls as per defined measures.
• Check the performance of effectiveness of all Units
• Evaluating calls of phone Bankers on the QA grading sheet and sharing feedback on daily basis.
• Recommend quality standard on different areas of contact centre.
• Prepare Quality Assurance weekly KPI and report to management.
• Confidentiality of information.
Phone Banking Officer
• Dealing with customer’s queries on Bank accounts, credit cards, Auto Finance and running Finance.
• Coordinating and interacting with other segments of the bank to resolve complaints to determine Root cause Analysis.
• To manage and resolve customer queries and advises and providing timely resolutions.
• Perform team work for management information system analysis, implementation and service request resolutions.
