I graduated from Al-Namaa private school A hard-working and ambitious person.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Center Quality Analyst
Extensya
Amman Jordan
01.2024 - Current
Participated in cross-functional projects aimed at improving overall business operations within the call center environment.
Championed a culture of continuous improvement, inspiring agents to strive for excellence in their interactions with customers.
Established strong relationships with key stakeholders, ensuring alignment of quality objectives and ongoing support for improvement initiatives.
Assisted with the implementation of new software tools, increasing overall productivity within the quality assurance department.
Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
Drove employee retention efforts by recognizing top performers and celebrating individual achievements during team meetings.
Contributed to the development of training materials, ensuring new hires were well-equipped for success in their roles.
Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
Boosted first contact resolution rates with thorough analysis of calls and continuous agent training.
Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
Supported the successful launch of new products or services by collaborating closely with other departments on training requirements and process updates.
Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
Gathered, documented, and modeled data to assess business trends.
Produced detailed and relevant reports for use in making business decisions.
Evaluated current processes to develop improvement plans.
Reviewed internal systems and organized training plans to address areas in need of improvement.
Conducted thorough reviews of operations to devise and deploy improvement strategies.
Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Created and optimized records management strategies to coordinate and protect information.
Restructured procedures through coordination with compliance director to create and execute projects.
Leveraged on-site observation and personal interviews to identify team and individual strengths.