Carla Escobar Da Costa

Experience

• 

  Epay, a Euronet Worldwide Company

  Feb 2009 - Oct 2020

   From scratch created a highly successful Quality Assurance department that consistently exceeded stretch goals for all quality metrics. Hired, trained and managed the Quality Assurance team of up to 4 employees. Established key process indicators (KPI’s) and implemented preventive and corrective actions to eliminate the root causes of poor quality and delivery problems. Tracked and reported quality metrics for the department in a clear and concise manner to senior management to use for performance reviews and bonus recommendations. Developed processes, policies and procedures for other areas within the department resulting in integrating production and quality assurance processes. Trained department personnel on those processes, policies and procedures. Designed and implemented process level audit program, reducing internal identification and traceability quality issues. Composed, rewrote, and edited call sequencing scripts for the company based on goals and objectives. As a member of the management team, set annual goals and continuous improvement initiatives. Show less Managing the learning and development team with 3 different teams a total of 9 direct reports overseeing 90+ representatives across all on-site divisions, epay US, Australia, NZ, Brazil.  Participate in executive level meetings providing support and consultation in call center quality expertise.  Responsible for designing and implementing quality standards for the call center.  Provide measurements to help gauge the customer’s overall level of satisfaction with each contact event.  Review and evaluate agent performance to establish quality standards and processes and analyze root causes of customer complaints and trend analyses.  Manage the process of establishing, tracking, and reporting metrics to measure quality, productivity, and customer service delivery. Trend, analyze, and provide regular reporting on team metrics, and executive level reporting for assessment and agent/team improvement (as well as department improvements.)  Work with customers, Account managers, and other departments as required ensuring customer satisfaction, resolution, and process documentation. Developed and migrated to virtual employee training program and materials resulting in less training time and reducing paper cost on trainings. Created company Handbook, Job Descriptions, and Manuals. Created employee performance-based evaluations and materials for all support levels and campaigns. Established recognition programs for individual and team improvements that supported company mission Show less  Performed call center monitoring, evaluated and reported all agents. Actively used quality management system to compile, track and trend agent performance. Communicated with center leadership and Customer Service Team and socialized call center performance and observed performance gaps. Analyzed call trends and identified agent and call center training opportunities and provided recommendations to management. Consistently sent immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls. Participated in internal calibrations with Quality and Operations and ensured consistent scoring. Participated in assisting with Quality lessons and improved quality performance. Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs. Show less  Oversaw 12-15 service representatives. Monitored calls to observe employee's demeanor, technical accuracy and conformity to company policies Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams. Performed daily floor management of the call center which consisted of a total of 60+ employees. Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve metrics while maintaining Quality. Provided performance coaching and implemented strategies for career development. Wrote individual developmental plans for my team, as well as, mid-year and year-end appraisals Used quality monitoring data management system for compiling and tracking performances at team and individual levels Show less  Managing incoming calls and customer service inquiries  Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution  Contribute to team effort by accomplishing related results as needed Manage large amounts of incoming calls Provide accurate, valid and complete information by using the right methods/tools Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Go the extra mile to engage customers Resolve customer complaints via phone, email, mail. Assist with placement of orders, refunds, or exchanges. 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  • Manager of Consumer Operations and CX (Customer Experience)

    Aug 2019 - Oct 2020

  • Quality Assurance Manager

    Jan 2013 - Oct 2020

  • Global Quality and Training Manager

    Sept 2014 - Aug 2019

  • Quality Auditor

    Jun 2011 - Dec 2012

  • Customer Service Team Leader

    Feb 2010 - Jun 2011

  • Customer Service Representative

    Feb 2009 - Mar 2010
• 

  Ria Money Transfer

  Oct 2020 - now

  Digital Trainer