Kelvin Cruz

Iqe Analyst @Bpa Quality - Contact Center Quality Solutions

Orlando, FL, US

Responsible for analyzing customer service interactions and evaluating compliance with quality standards Audit interactions between customer service representatives and callers for efficiency, professionalism and success in meeting caller needs Understand the priorities of the organization and evaluate interactions based on predefined client experience guidelines Conduct random sampling for call quality checks, while identifying process improvement opportunities to raise quality standards within the organization’s processes and systems Partner with management to develop, communicate and implement recommendations to enhance quality of service Assist with training and coaching of new employees to ensure success in their role