I have been working as a Quality Analyst for an outsourcing Telecommunications account for the past 10 years. I have several years of experience under my belt as part of QA PIP team and as a member of Customer Advocacy Group, a special brand of our QA department for CSAT. I evaluate the quality and accuracy of transactions and communications between clients and agents through live and recorded evaluations and report any hits and communication issues in a timely manner to ensure prompt resolution in maintaining KPI, CSAT, NPS,RFT, and RS . I'm heavily exposed in creating ad hoc reports using Microsoft tools, calibration, consultations, and QA discussions with Managers and higher ups in ensuring all relevant parties are on the same page with evaluating agent performance. Through these practices, I’m able to increase deeper knowledge about people management and even developed my management skills.