At FTI Consulting, I review agent conversations to measure team performance and track customer support quality. I identify performance gaps and provide feedback to help agents improve.
I also develop process controls, SOPs, and supporting documentation for training, onboarding, and customer support, while ensuring compliance with customer service quality policies.
At Braviant Holdings, I helped build a quality assurance department by analyzing agent performance using KPIs and CSAT scores. I contributed to establishing QA SOPs and creating an FAQ database for new analysts.
I partnered with leadership and trainers, shared trends and coaching opportunities in calibration sessions, and participated in new-agent training. My background also includes quality assurance at Notarize and private and relationship banking at JPMorgan Chase.
