日本と海外をつなぐクラウドソーシング

I am a reliable and hardworking individual with 4-year experience in Customer Service including a year as a Quality Assurance Analyst.
As an analyst, I have managed to:
• Create reports that are submitted to management as basis for their action plans;
• Monitor and grade 10-20 calls per day in terms of agent’s conformance with the guidelines set by the client;
• Coach agents to help them improve with their scores;
• Do Root-Cause Analysis to determine what agent’s behavior is causing a negative customer satisfaction survey;
• Do Root-Cause Analysis to determine what causes a customer to call back causing a failing First-Call-Resolution Score.