Dionne Agitsa
@dionneagitsa
Adaptable quality assurance professional with extensive BPO experience.
KenyaWhat I'm looking for
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
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.
Quality Reviewer
Sama
Jun 2019 - Mar 2020 (9 months)
In my role as a Quality Reviewer at Sama, I reviewed agent outputs to ensure compliance with guidelines and provided constructive feedback to enhance accuracy and quality, which strengthened my interpersonal and analytical skills.
Agent
Sama
Oct 2017 - Jul 2019 (1 year 9 months)
As an Agent at Sama, I was responsible for writing product descriptions and classifying products according to client specifications. I received three Top Performer Awards for my quality work and maintained a high attention to detail in data classification.
Education
Degrees, certifications, and relevant coursework
ACAlison 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.
ZUZetech 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
Availability
Location
KenyaAuthorized to work in
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