Quality Assurance Analyst & Floor Support
Vodafone UK
Jul 2024 - Sep 2024 (3 months)
• Listened to calls, rated them, analyzed mistakes and identified areas for improvement. • Analyzed day-to-day performance across the campaigns. • Coached on team and individual levels to ensure KPIs (Key Performance Indicators) were met. Additionally, utilized CRM (Customer Relationship Management) systems, specifically Siebel, to monitor agents and ensure the highest call quality, thereby enhancing overall team performance and customer satisfaction.