At Uber Systems Inc., I shared insights on evaluation results and customer experience trends, reviewed knowledge base content for confusing or conflicting information, and participated in special projects addressing operational needs. I also mentored new and intern Quality Assurance Specialists and trained and supported tenured specialists.
At Concentrix, I evaluated calls, chats, and emails for quality and compliance, analyzed account performance and CSAT results, and co-facilitated coaching sessions. I developed and implemented a standardized chat evaluation form and collaborated on a standardized phone evaluation form.
