日本と海外をつなぐクラウドソーシング

STARTEK

Quality Analyst

2011/08～ 2020/07

• Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
• Performed root cause analysis through call listening.
• Developed and maintained quality assurance procedure documentation.
• Developed test scripts utilizing comprehensive business requirements, functional documentation and processes.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Partnered with management to create, develop and implement quality initiatives, resulting in good customer satisfaction.
• Monitored inbound and outbound calls made by employees to provide constructive feedback.
• Participated in weekly meetings with IT department.
• Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training.
• Conducted data review and followed standard practices to find solutions.
• Collaborated with business analysts and software development team to identify and convert business goals into data requirements