Marcia Meshak

• Quality Analyst Key Responsibilities
• Quality Monitoring: Regularly review and evaluate customer interactions, including phone calls, emails, chats, and social media interactions, to ensure compliance with established quality standards and service level agreements (SLAs).
• Performance Analysis: Analyze data and performance metrics to assess the effectiveness of customer service representatives in meeting customer needs and resolving issues promptly and satisfactorily.
• Feedback and Coaching: Provide constructive feedback to customer service representatives based on quality evaluations, highlighting areas of strength and opportunities for improvement. Offer coaching and training as needed to enhance performance and customer satisfaction.
• Quality Assurance Processes: Develop and implement quality assurance processes and procedures to standardize evaluation criteria, streamline workflows, and optimize customer service delivery.
• Documentation and Reporting: Maintain detailed records of quality evaluations, trends, and performance metrics. Generate regular reports summarizing key findings, trends, and recommendations for improvement.
• Cross-Functional Collaboration: Collaborate with other departments, including training, operations, and customer experience, to align quality assurance initiatives with broader organizational goals and objectives.
• Continuous Improvement: Stay updated on industry best practices and emerging trends in customer service quality assurance. Identify opportunities for process improvements, automation, and innovation to enhance overall customer experience.
• Call Miner Analyst Key Responsibilities
• Data Analysis: Utilize CallMiner platform to analyze large volumes of recorded calls, transcripts, and metadata to extract valuable insights related to customer behavior, sentiment, and interaction patterns.
• Speech Analytics: Apply natural language processing (NLP) and sentiment analysis algorithms to analyze spoken conversations and identify key topics, key words, and emotional cues expressed by customers and agents.
• Trend Identification: Identify trends, patterns, and outliers within call data to uncover root causes of customer issues, operational inefficiencies, and compliance risks.
• Performance Evaluation: Evaluate the performances of customer service representatives and call center agents based on key performance indicators (KPIs) derived from call analytics, such as call duration, call outcome, and customer satisfaction.
• Quality Assurance: Assess the quality of customer interactions by monitoring adherence to scripting guidelines, regulatory compliance requirements, and company policies and procedures.
• Insights Generation: Generate actionable insights and recommendations based on call analytics findings to drive improvements in customer service processes, training programs, product offerings, and marketing strategies.
• Reporting and Visualization: Create dashboards, reports, and visualizations to communicate call analytics findings to stakeholders across the organization, including executives, managers and frontline staff.
• Continuous Improvement: Stay abreast of industry best practices, emerging trends, and new features within the CallMiner platform. Proactively identify opportunities for enhancing the effectiveness and efficiency of call analytics processes.

Deescalated Customers, worked to resolve customer concerns or any problems with their order.

Assisted frontline agents with their questions pertaining to specific policy and procedures.

Fraud: Worked directly with the Fraud Department to investigate and block any fraudulent activity.

Website and Inventory Issues: Worked directly with Corporate and Warehouse Teams to confirm and correct website and inventory errors.

• Answered phone calls, emails and live-chats
• Problem solved with customers
• Accurately answered customer inquiries