Laylaa Khan
Customer Care Quality Analyst Intern @Back Market
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WORK HISTORY
Customer Care Quality Analyst Intern @Back Market
Bordeaux, FR
My mission:• Quality Assessment: Evaluate a weekly sample of US customer support requests to analyze agent quality and identify the causes of customer dissatisfaction.• Calibration Meetings: Participate in a weekly call with agent supervisors to discuss quality assessments and agree on necessary corrective actions.Business Review Meetings: Contribute to the root cause analysis of US after-sales customer satisfaction.Project Management: Help develop and implement corrective action plans to improve the quality of agents dedicated to US customers.
EDUCATION
University of Johannesburg
Bachelor of Arts - BA, Industrial and Product Design
Universidad Europea del Atlántico
Teaching English as a Second or Foreign Language/ESL Language Instructor
The American University of Paris
Master's degree, Global Communications
Universidad Europea del Atlántico
Spanish
Central Saint Martins, University of The Arts London
Short Course, Industrial and Product Design
Open Window
Adobe
ABOUT LAYLAA KHAN
At a young age, I began writing online and built a following of 266k readers and 150M…
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