Cyril Quaynor

I am a results-oriented Call Centre Quality Assurance Specialist with over three years of experience dedicated to enhancing service quality and improving customer satisfaction in high-volume call centre environments. My expertise lies in developing quality assurance frameworks and training programs that have successfully led to a 30% reduction in customer complaints and a 25% increase in first-time fix rates. I possess strong analytical skills and a proven ability to leverage data-driven insights to drive continuous improvement.

In my current role at Telecel Ghana, I conduct comprehensive monitoring of over 100 calls per week, evaluating agent performance and compliance with company standards, which has resulted in a remarkable 90% quality assurance score. I designed and implemented a new quality assurance process that led to a 20% increase in customer satisfaction scores, as measured by post-call surveys. My commitment to training and coaching agents has enhanced their performance, contributing to a 40% increase in first-call resolution rates.