Sharlene Jackson
Quality Assurance at Lamps Plus
- Role
- Quality Assurance at Lamps Plus
- Location
- Simi Valley, CA, US
- LinkedIn followers
- 500 followers
About Sharlene Jackson
Banking professional with 15+ years of robust experience in branch, project, web page…
Experience
Quality Assurance
Jan 2017 — Present · Chatsworth, CA, US
JOB DESCRIPTIONUnder the supervision of the Internet Training Operations Manager, the Internet Training Operations Assistant – Quality Assurance acts as support system to the management team and internet team and internet department. KEY JOB RESPONSIBILITIES:Provides Quality Assurance Guidelines support to new hires and current call center employees.Trains new hires on Quality Assurance call standards and guidelines as well as live call assistance with new hires.Listens to set number of calls prerecorded and live and grades calls based on QA. Identifies trends in issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms.Provides one-on-one coaching and feedback to agents.Gathers reports and creates visuals for training and management. Updates training materials and foundational memo documents when policy, procedure, etc.Gives weekly evaluation to management of agents with thorough examples on their performance and any other interactions affecting their performance. Other duties as assigned.
Education
Narbonne High School
High School Diploma
Narbonne High School
High School Gold Seal
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