Jalisa Ford
Pickens,MS
Summary
Results-driven Quality Analyst with strong skills in quality auditing, process improvement, and data analysis. Committed to enhancing customer experience and compliance through effective training development.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Everise
Plantation, Florida
12.2016 - 04.2026
- Conducted comprehensive quality audits to ensure compliance with company standards.
- Conducted regular quality assurance audits on customer service interactions to ensure compliance and identify areas for improvement.
- Evaluated customer service interactions for quality and compliance standards.
- Conducted audits on call recordings to identify improvement areas.
- Analyzed customer feedback to inform quality assurance initiatives.
- Collaborated with cross-functional teams to pinpoint and implement process improvement opportunities.
- Implemented quality monitoring tools to track service performance trends.
- Reported findings and actionable recommendations to management for targeted process enhancements.
- Worked closely with operational staff to resolve technical issues impacting the delivery of services.
- Developed and maintained detailed documentation of quality control procedures.
- Trained junior analysts on quality assessment methodologies and tools.
- Developed training materials for new customer service representatives.
- Facilitated root cause analysis sessions to address recurring quality issues.
Customer Service Representative
Everise
Plantation, FL
11.2014 - 12.2016
- Assisted customers with inquiries and product information through multiple communication channels.
- Resolved customer complaints efficiently while maintaining a positive service experience.
- Maintained knowledge of product offerings to provide accurate assistance to customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
High School Diploma -
Velma Jackson Highschool
Camden, MS05-2012
Skills
- Quality auditing
- Compliance monitoring
- Risk assessment
- Process improvement
- Data analysis
- Training development
- Customer experience
- Quality assurance
- Effective communication
- Problem solving
- Empathy and patience
- Adaptability and flexibility
- Problem-solving
- Key holder experience
Timeline
Quality Analyst
Everise
12.2016 - 04.2026
Customer Service Representative
Everise
11.2014 - 12.2016
High School Diploma -
Velma Jackson Highschool