You will get a Senior Customer Service Quality Assurance Specialist / Reporting Analyst
Project details
I bring hands-on experience with several CRM and QA-related tools, including Zendesk, Gorgias, Kustomer, Gladly, and Pylon. Additionally, I have leveraged tools such as Microsoft Excel, Google Apps Script, Looker Studio, and Jotform to build dashboards, track quality metrics, and automate reporting processes. These tools have enabled me to provide clearer insights, improve efficiency, and support continuous improvement initiatives within QA programs.
What sets me apart is my proactive mindset and focus on continuous improvement. I am always looking for innovative ways to refine QA processes, whether through automation, better data visualization, or enhanced coaching techniques. I am also highly collaborative and comfortable working with cross-functional teams to ensure alignment and consistency in customer service standards.
What sets me apart is my proactive mindset and focus on continuous improvement. I am always looking for innovative ways to refine QA processes, whether through automation, better data visualization, or enhanced coaching techniques. I am also highly collaborative and comfortable working with cross-functional teams to ensure alignment and consistency in customer service standards.
Industry
TelecommunicationsLanguage
EnglishWhat's included
| Service Tiers |
Starter
$200
|
Standard
$280
|
Advanced
$350
|
|---|---|---|---|
| Delivery Time | 3 days | 5 days | 7 days |
Number of Hours of Work | 40 | 40 | 40 |
Scriptwriting | - | ||
Summary Report | - | - | |
Social Media Replies | |||
Email Support | |||
Live Chat Support |
About Felix
Contact Center Quality Assurance Specialist/ Reporting Analyst
Villa Mella, Dominican Republic - 12:43 pm local time
Skilled in data analysis, quality standards calibration, and cross-functional collaboration with team leaders and operations managers. Experienced in delivering actionable insights that improve customer satisfaction and operational efficiency. Technical foundation includes knowledge of software development, cloud computing, cybersecurity, and tools such as SQL Server, JavaScript, and Jira.
Recognized for strong communication, analytical thinking, and problem-solving abilities, with a consistent track record of coaching teams, optimizing workflows, and maintaining high-quality service standards. Currently pursuing a degree in Software Development at ITLA, complemented by certifications in programming, cloud computing, google workspace, and cybersecurity.
Steps for completing your project
After purchasing the project, send requirements so Felix can start the project.
Delivery time starts when Felix receives requirements from you.
Felix works on your project following the steps below.
Revisions may occur after the delivery date.
Learn your product
I will need access to your training a material or you could simply train me through a meeting.
Create a QA guideline
I will create a QA guideline detailing every evaluation point, its impact and what is expected from the team to do.