日本と海外をつなぐクラウドソーシング

IBM Business Services

Quality Assurance Specialist

2009/01～

Performs daily audits of a sample of transactions processed
Extracts reports from the system to be submitted to the client for Global Data Quality
Performs clean-ups of errors before generating the final report
Provides support to practitioners
Weekly/Monthly Cadence with Operations for communication of QA results
Initiates projects that would improve current process and efficiency such as implementing orientations for new practitioners, creating variants that lessen time in auditing bulk requests, etc

Etelecare International

Quality Control Associate

2014/01～ 2014/06

Verifies all sales made by agents and classifying them whether it’s a good or bad sale.
Keeps track of the daily performance of the team – dividing tasks, updating attendance
etc.

Etelecare International

Quality Assurance Associate

2014/07～ 2005/09

Call monitoring & quality control in sales
Facilitates Calibration sessions with the client and within the team.
Formulates projects and other initiatives to improve call quality at the same time
increase sales.

Etelecare Global Solutions

Quality Assurance Officer

2005/10～ 2009/05

Monitors, evaluates, documents and analyzes agent’s call performance and provides
feedback to ensure client goals and expectations are met.
Do buddy-ups or side by sides with agents for real-time feedback.
Creates tools that would measure agent performance based on standards set by the
client.
Facilitates training or cascades with regard to updates or new quality standards.
Facilitates Calibration sessions within the team, the client, and the agents.
Prepares weekly and month end reports of agent performance for coaching purposes
and goal-setting.
Audits transactions processed by non-voice agents
Attends and participates in meetings with supervisors and managers to review
monitoring, evaluation and auditing tasks.
2008 VP Quality Award / Outstanding QA