Lara Abu Hamdeh
Amman
Summary
Highly skilled Quality Assurance Analyst with a focus on enhancing customer experience. Expertise in monitoring, evaluating, and improving agent performance through precise call auditing, data analysis, and targeted feedback. Adept at implementing quality standards, driving operational efficiency, and ensuring consistent service excellence across all touchpoints.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst And Trainer
Crystel
02.2021 - Current
- Ensuring that Service Advisors are providing excellent customer service and following the set standards and phone etiquette techniques
- Ensuring that Service Advisors are providing accurate information in a courteous and professional manner
- Providing feedback to Service Advisors and ensuring they understand and implement current and new policies and procedures for quality
- Listening to voice calls; recorded, live and side-by-side for evaluation purposes and identifying the calls that are failing to meet the predefined standards
- Implementing coaching initiatives on the set standards
- Preparing a report with all the needed details and comments in regards to the evaluated customer interactions and submitting it to the Quality Assurance Supervisor or Sr
- Quality Assurance Analyst
- Evaluating agents on their performance on a monthly basis
- Assess training effectiveness through participant feedback, quizzes, and performance evaluations
- Make necessary adjustments to training programs based on feedback and results
- Facilitate onboarding programs for new hires to ensure they are well-integrated into the company culture and equipped with the skills needed for their roles
Contact Center Executive
Aramex
11.2020 - 01.2021
- Facilitated the secure acquisition, tracking, and forwarding of all shipped packages
- Attended to customer and client inquiries through the fulfillment of their requirements and requests, addressing their issues, providing solutions, and ensuring constant liaise with the customer to provide updates and ensuring their satisfaction and approval
Education
Bachelor - Chemistry
Mutah University
01.2020
Skills
- Microsoft Office tools
- Effective verbal and written communication skills
- Customer Service Excellence
- Multitasking and Time Management
- Team Collaboration
- Attention to Detail
- Documentation and materials
- Mentoring and training
Languages
English
Arabic
Personal Information
- Date of Birth: 08/18/98
- Gender: Female
- Nationality: Jordan
Certification
- Communication Skills Certificate
- Leaders Of the Community
- Work Ethics
- Samsung General and Technical Support
- COPC Cours
Timeline
Quality Assurance Analyst And Trainer
Crystel
02.2021 - Current
Contact Center Executive
Aramex
11.2020 - 01.2021
Bachelor - Chemistry
Mutah University
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