Aariona Huff
South Carolina
Summary
Results-driven Quality professional with several years of experience in the call center industry. Praised for delivering results and exceeding company goals. A proud leader and team member who does not mind going above and beyond to get the job done.
Overview
7
7
years of professional experience
Work History
Quality Analyst
T.D Bank
02.2023 - Current
- Reviewed call recordings to assess agent performance and adherence to quality standards.
- Provided feedback to agents on call handling techniques and communication skills.
- Conducted regular audits of customer interactions for compliance with company policies.
- Collaborated with team leaders to implement quality improvement initiatives and training sessions.
- Developed and maintained quality assurance checklists for consistent evaluation processes.
- Assisted in training new analysts on quality assessment protocols and tools.
Senior Quality Assurance Lead
InvestiNet
01.2022 - 02.2023
- Led quality assurance team to ensure compliance with industry standards.
- Conducted regular audits of processes to maintain quality control measures.
- Trained and mentored junior QA staff on testing methodologies.
- Coordinated cross-functional meetings to discuss project updates and challenges.
- Reviewed quality trends to prevent or reduce defects, determined problem causes and initiated actions for correction.
- Worked collaboratively with members of operations department to improve processes and optimize productivity.
Quality Assurance Specialist
Verizon Wireless
03.2019 - 02.2022
- Reviewed call recordings to assess agent performance and adherence to quality standards.
- Provided feedback to agents on call handling techniques and communication skills.
- Conducted quality audits to ensure compliance with company standards.
- Collaborated with team leaders to implement quality improvement initiatives and training sessions.
- Reviewed recordings of customer interactions for accuracy and completeness.
- Analyzed data from customer surveys to identify areas for service enhancement.
- Documented findings and trends in performance reports for management review.
Education
Associate of Science - Business Administration
American National University
05-2027
Skills
- Quality assurance
- Mastery of QA methodologies
- Mastery of quality processes
- Process improvement
- Data analysis
- Risk assessment
- Corrective action planning
- Report creation
- Project management
- Team collaboration
- Customer service
Affiliations
- Habitat for Humanity Volunteer
- Meals on Wheels Volunteer
Timeline
Quality Analyst
T.D Bank
02.2023 - Current
Senior Quality Assurance Lead
InvestiNet
01.2022 - 02.2023
Quality Assurance Specialist
Verizon Wireless
03.2019 - 02.2022
Associate of Science - Business Administration
American National University