Krystal Jones
Augusta,GA
Summary
Quality Assurance Analyst with over 8 years of experience at Teleperformance USA, specializing in enhancing call center operations and customer satisfaction. Proficient in utilizing Microsoft Office Suite, data entry, and maintaining high standards of service under pressure. Known for meticulous attention to detail, which has consistently improved service delivery and regulatory compliance.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Teleperformance USA
06.2019 - Current
- Evaluated service levels of associates through random call monitoring.
- Assessed regulatory compliance, cross-selling, and policy adherence Identified and rectified service quality issues.
- Conducted monthly calibration sessions to refine scoring consistency.
- Enhanced QA protocols by calibrating team leader scoring, boosting overall call center quality.
- Streamlined evaluation processes, elevating service standards and regulatory compliance.
- Pioneered customer interaction reviews to refine service tactics and enhance client satisfaction.
- Optimized QA methods to boost compliance and service delivery, ensuring top-tier customer interactions.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Customer Service Representative (WellCare)
Teleperformance USA
09.2015 - 07.2019
- Delivered top-tier customer service in fast-paced call center environment.
- Mastered comprehensive knowledge of Teleperformance USA's offerings.
- Guided new representatives through company's customer service protocols.
- Ensured strict adherence to company policies during customer interaction.
- Expedited issue resolution, enhancing customer satisfaction and loyalty.
- Rigorously documented customer interactions to improve service tracking.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Associate Degree - Medical Assisting
Miller-Motte College
Augusta, GA08.2015
High School Diploma -
Academy Of Richmond County High School
Augusta, GA05.2003
Skills
- Excellent listening, verbal, and written skills
- Interpersonal communication skills
- Good judgment and decision-making capabilities
- Effective time manager perform in fast-paced, deadline-oriented environment
- Knowledge of Microsoft Office Suite Products
- Ability to organize, prioritize, adapt to change work in fast-paced environment
- Keen attention to details
- Reporting Call Handling Problem Solving
- Excellent Phone Etiquette
- Data entry
Timeline
Quality Assurance Analyst
Teleperformance USA
06.2019 - Current
Customer Service Representative (WellCare)
Teleperformance USA
09.2015 - 07.2019
Associate Degree - Medical Assisting
Miller-Motte College
High School Diploma -
Academy Of Richmond County High School
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