Quality Assurance Specialist
BCD Travel
- Evaluated consultant calls and coached on customer service skills and also responded to surveys the customers take at the end of their calls for additional feedback to develop training for the consultants.
- Provided agents with effective solutions to assist in maintaining and improving their stats.
- Created and completed mandatory reports for all management teams.
- Worked with US and India based agents.
- Scheduled all QA meetings for teams while working with WFM to not impact call volume.