Antonella Spada
Senior Quality Analyst Supporting Google @Conduent
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WORK HISTORY
Senior Quality Analyst Supporting Google @Conduent
Poole, GB
Playing a pivotal role in maintaining and improving the quality of customer interactions and support, evaluating customer service interactions such as calls, email and chat sessions, to ensure adherence to company standards and guidelines, measuring and analysing key performance indicators (KPIs) to assess the effectiveness of customer service representatives, providing constructive feedback to customer service agents based on evaluations and assisting in their professional development through coaching sessions, identifying areas for improvement and suggesting changes to enhance customer satisfaction and operational efficiency, maintaining detailed records of quality assessment, including strengths and areas of improvement, generating reports on quality metrics and presenting findings to management for data driven decision making, assisting in the development and delivery of training programs to ensure that customer service representatives have the necessary skills and knowledge, investigating the root cause of customers’ recurring issues and working with teams to implement solutions, taking part in bi-weekly and monthly calibrations with the client, continuously monitoring customer service interactions to maintain consistent standards, collaborating with customer service managers and teams to promote a culture of quality.
EDUCATION
University of Westminster
1st Class Honours BA Planning for Tourism and Urban Planning, Marketing, Planning and Business
Liceo Classico, Gallipoli
Maturita', Classical Studies
ABOUT ANTONELLA SPADA
Expert in Customer Happiness, Customer Journey;• Good Organisation and Administration skills;• Good Communication and Marketing skills;• Confident public speaker;• Great attention to detail and report writing;• Experienced in Customer Engagement;• Passionate about Customer Service;• Good at Multi-tasking;• Passionate about work;• Great at Relationship Development and Funnelling;• Always looking for workable Solutions;• Good at problem solving;• Committed to the success of the team and company overall; • Lead generation;• Great at getting the job done.
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