At Concentrix, I participated in training and preparing 20 to 50 employees through initial training and knowledge reinforcement.
As a Quality and Training Analyst, I tracked and evaluated agents’ performance against quality standards and procedures. I also reviewed documentation and support materials for consistency.
I prepared and tracked reports and indicators using Excel, and have basic Power BI experience creating dashboards. I also supported continuous improvement initiatives and efforts to strengthen teams’ operational knowledge.
Earlier at Concentrix, I provided customer service and technical support as a Telephone Advisor. I recorded and followed up on tickets in ServiceNow, documented cases, and applied established procedures.
