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Dionne Agitsa

@dionneagitsa

Adaptable quality assurance professional with extensive BPO experience.

Kenya

What I'm looking for

I am looking for a role that allows me to leverage my quality assurance skills while fostering team development and continuous improvement.

I am a highly adaptable and results-driven quality assurance professional with extensive experience in BPO environments. My career has been defined by my ability to lead quality initiatives, train and coach agents, and ensure compliance with client requirements. I am known for my precision, accountability, and my capacity to work cross-functionally to meet project goals efficiently.

In my current role as a Quality Analyst at Sama, I ensure quality service delivery by monitoring agent outputs for client compliance. I have trained and coached over 400 agents on guidelines and quality expectations, and I compile and present detailed quality reports to stakeholders. My previous roles have equipped me with strong interpersonal and analytical skills, which I leverage to enhance performance and compliance across teams.

Experience

Work history, roles, and key accomplishments

SA
Current

Quality Analyst

Sama

Apr 2020 - Present (5 years 2 months)

As a Quality Analyst at Sama, I ensured quality service delivery by monitoring agent outputs for client compliance, compiled detailed quality reports, and trained over 400 agents on guidelines and quality expectations. I collaborated with team leads to enhance performance and compliance.

Education

Degrees, certifications, and relevant coursework

Alison Education Company logoAC

Alison Education Company

Diploma, Project Management

2023 - 2023

Completed a Diploma in Project Management, focusing on essential project management skills and methodologies to effectively lead and manage projects.

Zetech University logoZU

Zetech University

Diploma, Community Development

2018 - 2019

Earned a Diploma in Community Development, emphasizing community engagement, development strategies, and social responsibility.

Tech stack

Software and tools used professionally

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Dionne Agitsa - Quality Analyst - Sama | Himalayas