John Pow
Quality Assurance Analyst @XTIUM
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WORK HISTORY
Quality Assurance Analyst @XTIUM
Implemented two new Quality Assurance and auditing programs that streamlined client billing processes, improving accuracy and reducing discrepancies-Managed the client offboarding process, including equipment returns and the termination of billing and services, ensuring a smooth transition for both parties-Facilitated Go-Live call CSAT feedback sessions with new business partners, fostering collaboration and enhancing service quality-Created and presented comprehensive Customer Satisfaction reports (weekly, monthly, and quarterly) to C-Level Executives, driving strategic decisions based on data insights-Developed Tableau reports for monthly revenue forecasting, providing actionable insights to support financial planning-Maintained Confluence articles and learning content for associate training programs, ensuring up-to-date resources for ongoing professional development.
EDUCATION
Canisius College
Bachelor of Arts (B.A.)
ABOUT JOHN POW
CX Quality Specialist
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