Open to opportunities

Abigael Micha

@abigaelmicha

Message

Detail-oriented Quality Analyst improving customer service performance and compliance.

Kenya

Message

What I'm looking for

I seek a role where I can apply QA and coaching skills to improve customer experience, drive measurable metrics, and contribute to process improvements in a collaborative team environment.

I am a detail-oriented Quality Analyst with over 3 years' experience improving customer service performance, ensuring compliance with company and client standards, and coaching agents to elevate productivity and satisfaction. I specialize in quality monitoring, data analysis, developing QA metrics and scorecards, and running calibration sessions to align teams.

I have a proven record of driving measurable improvements—raising QA compliance scores by 15% within six months and reducing repeat customer complaints by 20%—and bring strong skills in process improvement, CRM handling, and cross-functional collaboration to enhance the customer journey.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Teleperformance

Feb 2022 - Present (3 years 8 months)

Monitored and evaluated multi-channel customer interactions, delivered coaching that improved QA compliance by 15% in 6 months, and reduced repeat customer complaints by 20% through process refinements.

Quality Assurance Coaching Data Analysis CRM Customer Service Process Improvement

Customer Service Representative

Teleperformance

Mar 2021 - Feb 2022 (11 months)

Handled customer inquiries across calls, email and chat with a 95% satisfaction rate, processed transactions accurately, and analyzed feedback to identify service improvements.

Customer Support Order Processing CRM Customer Satisfaction Empathy

Environmental Attaché

KenGen

May 2018 - Aug 2018 (3 months)

Supported Environmental Impact Assessments and implementation of Environmental and Social Management Plans, conducted environmental data collection and aided safety and waste management initiatives.

Impact Assessments Data Collection Environmental Compliance Waste Management Report Writing

Education

Degrees, certifications, and relevant coursework

University of Eldoret

Bachelor's Degree, Sustainable Energy and Climate Change

Completed a Bachelor's degree focused on sustainable energy and climate change with coursework and projects related to energy systems and environmental impacts.