Call Center Quality Analyst Resume:

This is a free Call Center Quality Analyst Resume that covers objectives and tips to gets you the best Call Center Quality Analyst Jobs. The professional resume help and actions words will help you to write winning resumes. This curriculum vitae guide teach you how to write Call Center Quality Analyst Resume.

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Contact Information:

Full name

Present and permanent addresses

Telephone numbers

Email address

Objective:

Seeking for an upper-class position as a team operational manager, quality analyst or consumer marketing manager in a call center.

Career Profile:

Ability to work under pressure. Ability to work in a team .Able to multi-task and meet deadlines. Strong analytical skills with strong verbal and written abilities. Work well independently as well as part of a team.

Experience:

Quality Analyst, UNITE HEALTH CARE PHS, USA, December 2005-Present

• Managed third party Call Center quality initiatives, established standards of performance to measure customer contacts.

• Worked with vendor call center teams in addition to other internal business units to establish and reinforce excellent relationships between vendors and the organization.

Team Operations Manager, COX COMMUNICATIONS, USA, September 2004- July 2005

• Responsible for the recruitment, selection and training in an inbound sales and customer service call center.
• Conducted needs assessments to develop training curriculum based on observations and focus group feedback of both management and non-management personnel.

Consumer Markets Sales and Service, VERIZON COMMUNICATIONS, USA, April 1997- December 2003

• Provided leadership in a Customer Service center of both union and non- union employees, ensuring superior sales and service results were met.
• Created a team environment encouraging an entrepreneurial spirit, open communications as well as empowering team members with a clear sense of accountability and teamwork.

Manager, Operations/Customer Service, HOUDINI INC , USA, July 1996- March 1997

• Managed the installation of new, start-up, inbound sales center as well as intra-day operations.
• Developed and initiated contact and communication processes with third party vendors.
• Implement call routing configuration, set up IVRU prompts, wrote IVR scripts, as well as trained call center employees.

Operations Manager, Customer Service, KAISER PERMANENTE, USA, July 1995- May 1996

• Directed and monitored daily activities and managed staffing and forecasting requirements of a 125 station call center, including supervisory development plans, quality assurance, process improvement, annual budget preparation, communication and administration of customer satisfaction goals.

Education:

Bachelor’s Degree in Business Administration, xyz University, USA, 1996

Degree in Project management, xyz University, USA, 1992

Degree in Leadership Development, xyz University, USA, 1990

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