日本と海外をつなぐクラウドソーシング

VXI Global Philippines

Quality Assurance Analyst

2016/05～ 2017/08

 Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
 Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Operations Team, analysts and the Service Quality teams.
 Performs mock calls with new hires post-training to determine readiness for moving into support.
 Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
 Uses customer service expertise to assess existing practices and procedures for process improvement opportunities.
 Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

West Contact Services

Technical Support Representative

2014/02～ 2016/03

Ensuring that the customer’s modem\device is properly added to the inventory and account.
 Troubleshooting customers device and sending necessary equipment’s upon request.
 Contributes to team effort by accomplishing related results as needed.
 Maintain personal productivity and quality standards.