Brittany Porter

• Provided administrative support for call monitoring software (add new hires; update terminations, move agents, quarterly programming changes, monthly and bi-annual audits, etc.)
• Maintained daily tracking logs and ensured the QA Agents were maintaining schedules and keeping records up-to-date
• Point of contact to resolve any system issues such as escalations to management, Workforce Management, and/or IT Help Desk
• Identified and recommended necessary corrective action and training opportunities discovered during calibration sessions with internal clients
• Assessed the accuracy, quality and other performance aspects of the Quality Assurance Agents as assigned, and administering CA Guideline policies across multiple business lines
• Ensured service levels and quality standards were met and provided training and coaching to enhance QA team's evaluator peniormance
• Analyzed high volume of data as provided by the Line of Business, summarized and made appropriate recommendations for improvement based on findings

• Captured periormance Tindings about the CA Analysts and identmed trenas, inconsistencies or outliers to correlate results in key metrics

• Completed monthly summary reports for management review of QA and client experience trends and evaluated customer service issues to make better recommendations based on thorough analysis
• Maintained customer centric approach and effectively ensured service levels were met with an emphasis on first call resolution and client self-service
• Engaged management and/or peers in topical discussions about questionable customer interaction situations and made decisions about proper courses of action
• Trained, developed and facilitated calibration sessions and monthly team meetings for managers and agents and fostered a positive work environment for all employees

• Provided daily reports to assure agents are meeting requirements when assisting customers on the phone
• Provided numerous stats with emails of improvements to agents for score cards and meeting call volumes
• Monitored and screen calls for agents to provide a better customer service experience to clients via phone, email or web channels

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• Worked with agents to ensure quality of a solution and executing responsibilities accordingly including cases, transfers, and documenting appropriately
• Defined improvement plans for agents to utilize escalations and privacy policies accordingly
• Worked closely with site manager to uphold and maintain quality for all agents

• Used proper telephone and email etiquette and techniques to answer customer calls in a timely, polite and professiona manner
• Worked with a high degree of accuracy while troubleshooting with customer's systems following outlined knowledge based documents
• Efficiently and professionally responded to customers and management on questions pertaining to customer accounts products used, and technical support provided to rectify the issue
• Utilized established policies and procedures for services and agreements
• Resolved more complex customer issues with a higher level of service to assure complete satisfaction