Talk to sales Try for Free
Erhan A.

Erhan A.

VIP Sales Department.

Followers of Erhan A.526 followers
location of Erhan A.Dublin, County Dublin, Irland

Connect with Erhan A. to Send Message

Connect

Connect with Erhan A. to Send Message

Connect

  • Timeline

  • About me

    Quality Analyst

  • Education

    • FAS Dublin

      -
      Certificate PC Maintanence and Networking

  • Experience

    • Forte Ann Ltd.

      Jan 2012 - Apr 2013
      VIP Sales Department.

      Costumer Cervices for Turkish VIP Sales Department.

    • Arvato

      Apr 2013 - Nov 2017
      Quality Analyzer

      Quality AnalyzerMonitoring and scoring interactions between customers and CSRs to ensure compliance with quality guidelines.Reviewing, investigating, validating and communicating results of customer surveys to all agents on weekly bases. Providing help, soft skills and solutions to agents during coaching sessions.Re-enforcing the service revenue program in place and coaching agents on different product features pitches.Live monitoring sessions at agent's desks. Identifying compliance/scorecard trends, providing qualitative and constructive feedback.Staying on top of all weekly product updates.Partnering with SME's and Team Leads to provide clarity on quality reviews.Taking part in different meetings in order to drive the Quality and Compliance up. Visa mindre

    • Arvato Finance

      Apr 2013 - Jun 2015
      Costumer Service Representative

      -Delivers an excellent customer experience, helping customers choose the right product and/or service for their requirements-Conducts Technical problem solving and troubleshooting-Provides technical help to colleagues if required-Achieves personal KPIs, consistently exceeding key performance indicators, and individual and team targets.

    • Accenture

      Nov 2017 - Nov 2023
      Quality Analyst

      Quality AnalystAccentureNovember 2017 - PresentDublin, County Dublin, IrelandResponsibilities:Monitoring and scoring interactions between customers and customer service representatives (CSRs) to ensure compliance with Google quality guidelines.Reviewing, investigating, validating, and communicating results of customer surveys to all agents on a weekly basis.Providing real-time technical support and solutions to agents regarding the marketing tools we provide and crafting effective strategies tailored to their customer's goals.Reinforcing the SRP (Service Revenue Program) and coaching agents on different product feature pitches.Conducting live monitoring sessions at agents' desks, identifying compliance trends, and providing qualitative and constructive feedback. Visa mindre

  • Licenses & Certifications