POpaul ogedegbe
@paulogedegbe
I am a detail-oriented QA specialist focused on call analytics and process-driven improvements.
NigeriaWhat I'm looking for
I bring 3+ years of experience in quality assurance and call analytics, monitoring hundreds of calls monthly to improve script adherence, compliance, and customer satisfaction. I use CRM analytics, advanced Excel (pivot tables, charts, dashboards), basic SQL and Tableau to uncover trends and deliver data-driven recommendations.
I have led audits and coaching initiatives that raised on-script adherence by 10%, increased first-contact resolution by 15%, and drove a 25% uplift in new-customer retention during a targeted onboarding project. I collaborate across training, operations, and product teams, build standardized scoring rubrics, and was recognized with an MVP award for process-improvement contributions.
Experience
Work history, roles, and key accomplishments
Quality Assurance Specialist
Blooms Microfinance Bank
Feb 2024 - Present (1 year 6 months)
Monitored and analyzed 150+ customer calls monthly for script adherence and compliance, generating weekly Excel dashboards to track resolution time, compliance rate, and satisfaction. Identified bottlenecks and led coaching that improved on-script adherence by 10%.
Quality Assurance Analyst
Outcess Solution
Jan 2022 - Jan 2024 (2 years)
Conducted monthly audits of 200+ outbound calls for script and payment-reminder compliance and synthesized findings into reports that increased first-contact resolution by 15%. Developed standardized scoring rubrics and training materials, reducing onboarding time by 20%.
Front-Desk Quality Coordinator
Tessa Queen Hospital
Sep 2019 - Dec 2021 (2 years 3 months)
Audited patient check-in and billing transactions to ensure accurate insurance verification and demographics, producing weekly compliance summaries that guided process refinements. Coordinated with clinical and admin teams to streamline appointment workflows, improving patient throughput by 12%.
Education
Degrees, certifications, and relevant coursework
APAuchi Polytechnic
Higher National Diploma, Mechanical Engineering (Manufacturing Option)
2013 - 2018
Completed a Higher National Diploma in Mechanical Engineering (Manufacturing Option) at Auchi Polytechnic from 2013 to 2018.
Scarlet Group of School
West African Senior School Certificate, Secondary Education
2006 - 2012
Completed the West African Senior School Certificate at Scarlet Group of School from 2006 to 2012.
UDE Nursery and Primary School
First Living Certificate, Primary Education
1998 - 2006
Completed the First Living Certificate at UDE Nursery and Primary School from 1998 to 2006.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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