日本と海外をつなぐクラウドソーシング

Work Experience
ACS a Fuji Xerox Company February 2012 - Present
XIM Quality Analyst (Current Position) July 23, 2012 - Present
• Currently handles call and email quality monitoring
• QA Assistant Supervisor
• Reviews and evaluates agent’s performance and verifies if they are performing according to the company’s quality standards
• Provides recommendations on how to improve or bring in corrections to existing procedures based on areas of opportunities
• Works side by side with the management in ensuring that agents are compliant with company policies and oriented to our target in quality
• Provides weekly reports on agent’s QA scores, areas of opportunities and CSAT
• Provides recognition to agents who showed excellence in Quality and CSAT
• Represents the Quality team during Client Visits
• Leads 40+ analysts

Xerox IT Infrastructure Service Desk February 2012 – July 23, 2012

Accenture - March 2010 – March 2011
IT Support/Help desk