Bessong Blessing Bessem

I’m a Quality Assurance Manager focused on improving first contact resolution and customer satisfaction by “monitor[ing] and evaluat[ing] quality of customer service interactions across remote teams.” I “develop and implement QA processes,” analyze feedback and call recordings, and use performance metrics to pinpoint improvement areas.

Previously, I worked as a Medical Laboratory Scientist where I strengthened my attention to detail in patient care—handling phlebotomy, “collection of specimen and quality assurance,” and “processing of results and Lab equipment operation.” My training includes Medical Microbiology, Virology and Molecular Biology, and Medical Parasitology and Entomology, supporting strong technical judgment and standards-driven work.

I also bring leadership from coaching and training experience: I “conduct audits, provide coaching, and deliver training” to enhance agent performance, and I collaborate with operations and training teams to drive best practices. I’m especially motivated by work that combines quality, compliance, and measurable outcomes—turning QA insights into action through reporting and continuous process optimization.