Open to opportunities

Ashly Mullings

@ashlymullings1

Message

Analytical quality analyst with 6 years of BPO experience.

Jamaica

Message

What I'm looking for

I seek a role that fosters growth and allows me to leverage my analytical skills.

I am an analytical quality analyst with over 6 years of experience in the BPO industry, specializing in retail and telecommunications. My journey has equipped me with a robust skill set that allows me to ensure compliance with internal and regulatory standards while enhancing customer satisfaction. I am a highly motivated and dependable individual, committed to contributing positively to an organization's goals while pursuing my own career development.

In my recent role at Centerfield (T-Mobile), I was responsible for monitoring call quality, providing constructive feedback to agents, and analyzing customer feedback to identify trends. My experience at Sutherland Global Services further honed my skills in auditing interactions and managing call quality programs, where I successfully compiled performance data and provided actionable insights to management. I thrive in team-oriented environments and possess strong interpersonal skills, which allow me to work effectively with all levels of management.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Centerfield

Oct 2022 - Jan 2024 (1 year 3 months)

As a Quality Analyst at Centerfield, I ensured compliance with internal and regulatory standards, provided phone coverage, and assisted in developing call quality programs. I monitored calls, reported data trends, and provided constructive feedback to agents to improve performance.

Quality Assurance Monitoring Data Analysis Customer Feedback Analysis Compliance Feedback Team Collaboration Problem Solving Microsoft Office Communication Skills

Quality Analyst

Sutherland Global Services

Jan 2019 - Aug 2021 (2 years 7 months)

In my role as a Quality Analyst at Sutherland Global Services, I audited interactions for compliance, tracked performance metrics, and provided feedback to management. I managed the call quality program and conducted analyses to identify areas for improvement.

Auditing Performance Tracking Data Analytics Compliance Management Feedback Quality Management Problem Solving Team Collaboration Communication Skills Reporting

Customer Service Representative

Sutherland Global Services

Oct 2018 - Jan 2019 (3 months)

As a Customer Service Representative at Sutherland Global Services, I managed a high volume of customer calls, resolved inquiries, and provided support through various channels. I also reported on customer service trends to management.

Customer Service Communication Skills Order Management Problem Solving Time Management Team Collaboration