CALL CENTER
Open To Work
CHAQUIAY ANGLIN
Kroger Fulfillment Center
Leesburg,United States
Work Preference
Desired Job Title
Call Center Quality AnalystUnemployment Claims Specialist
Work Type
Full Time
6
years of professional experience
driven Call Center Quality Analyst with expertise in quality assurance, customer service, and training program development. Proven track record of enhancing operational efficiency through effective performance audits and targeted feedback.
Work History
Call Center Quality Analyst
3 Years 8 Months- Developed and implemented quality assurance processes to encenter interactions to ensure compliance with quality standards and customer service excellence.
- Conducted regular audits ofhance operational efficiency and effectiveness.
- Evaluated call agent performance, identifying areas for improvement and providing actionable feedback.
- Collaborated with team leaders to refine training programs based on quality assessment findings and best practices.
Unemployment Claims Specialist
2 Years 6 Months- Conducted interviews with claimants to gather necessary information for accurate claim assessments.
- Processed unemployment claims by reviewing documentation and ensuring compliance with state regulations.
- Resolved disputes by investigating claims and providing clear communication to relevant parties.
- Mentored junior staff on best practices for claims processing and customer service techniques.
- Promoted from Customer Service Representative to Supervisor after demonstrating exceptional leadership skills and commitment to organizational success over two years of service at the company''s Call Center Operations Department.
- Streamlined call center operations for increased efficiency by implementing effective team training programs.
Education
High School Diploma
Skills
Quality assurance
Quality evaluation
Performance coaching
Attention to detail
Problem-solving
Time management
Teamwork and collaboration
Conflict resolution
Customer service
Timeline
Call Center Quality Analyst
Kroger Fulfillment Center
03.2022 - 11.2025Read More
Unemployment Claims Specialist
DEO
07.2019 - 01.2022Read More
West Park High School
High School Diploma
Read More