Christopher L.

Experience

• 

  [24]7.ai

  Feb 2008 - Feb 2011

  CSR
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  Salmat

  Feb 2011 - Feb 2016

  Quality Assurance Analyst

  Responsibilities:• Listen to and objectively measure and assess agent calls based on pre-defined evaluation criterion• Provide Team Leaders and campaign management with accurate notes on calls analysed• Provide appropriate coaching and training feedback so that campaign management are able to provide agent with process, product and/or systems coaching• Identify high level analytical and anecdotal trends, and appropriately convey the trends through weekly and/or ad-hoc meetings and/or reports to the campaign management• Perform call calibration sessions with other Customer Experience Assessors, Team Leaders and (if necessary) clients, and discuss any variances in call evaluations in an open forum• Build rapport with campaign management• Ensure Corporate Policies and Procedures are adhered to• Ensure Business Management System policies and procedures are adhered to Show less

• 

  Acquire BPO

  Mar 2016 - May 2019

  QA Team LeadTasks and responsibilities include:- Supervising and mentoring a team of Quality Analysts and Sales Verifiers- Facilitating internal and external calibration sessions- Facilitating QA performance reviews with Operations and Clients- Facilitating QA meetings with Operations and Clients- Providing daily, weekly and monthly QA reports to Operations and Clients- Providing insights to Operations on QA trends and opportunities- Spearheading the sales campaigns' verification and rework process- Data analysis, root cause analysis and action-planning- Developing programs and initiatives to improve QA performance- Developing QA processes, policies and procedures- Creating and maintaining report templates, QA forms and guidelines- Administrative functions such as timekeeping and payroll management of staff, performance reviews Show less •Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.•Provide accurate and impartial judgement on all transaction evaluations.•Regular coaching sessions with agents to reinforce good behavior and reform opportunities•Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.•Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures. •Attending administrative hearings and deliberations resulting from the critical error callouts.•Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.•Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.•Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.•Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.•Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.•Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.•Taking proper action on disputes filed against transaction evaluations.•Participating in internal and external client meetings and performance reviews.•Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.•Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed Show less

  • Team Leader

    Aug 2017 - May 2019

  • Quality Analyst

    Mar 2016 - Aug 2017
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  Valor Global

  Apr 2021 - Jan 2022

  Quality Assurance Supervisor

  Tasks and responsibilities include:- Supervising and mentoring a team of Quality Analysts - Facilitating internal and external calibration sessions- Facilitating QA performance reviews with Operations and Clients- Facilitating QA meetings with Operations and Clients- Providing daily, weekly and monthly QA reports to Operations and Clients- Providing insights to Operations on QA trends and opportunities- Data analysis, root cause analysis and action-planning- Developing programs and initiatives to improve QA performance- Developing QA processes, policies and procedures- Creating and maintaining SharePoint report templates, QA forms and guidelines for 42 LOBs Show less

• 

  ResultsCX

  Feb 2023 - now

  QA Supervisor