Richmond Dowuona-Hammond
@richmonddowuonahammo
Results-driven call center professional with expertise in quality assurance.
GhanaWhat I'm looking for
I am a results-driven call center professional with over 3 years of experience in quality assurance, team management, and process improvement. My journey has been marked by a proven track record of enhancing quality, productivity, and customer satisfaction. I thrive in environments where I can contribute to the continuous improvement of processes and the overall customer experience.
Currently, I work as a Quality Assurance Specialist at Fair Trade Outsourcing, where I conduct audits to ensure adherence to quality standards and collaborate with my team to evaluate and enhance our processes. I have successfully developed and implemented new procedures that have significantly improved our quality metrics. Additionally, I take pride in training and mentoring agents to help them achieve their quality targets, fostering a culture of excellence within the team.
Experience
Work history, roles, and key accomplishments
Quality Assurance Specialist
Fair Trade Outsourcing
Oct 2022 - Present (3 years 8 months)
As a Quality Assurance Specialist, I conducted audits to ensure quality standards, collaborated with the QA team to improve processes, and developed new procedures to enhance overall quality. I also trained and mentored agents to meet quality targets.
Proctor and Client Experience
Fair Trade Outsourcing
Feb 2021 - Oct 2022 (1 year 8 months)
In this role, I was responsible for proctoring exams, managing candidate registration and verification, and ensuring a secure testing environment. I provided exceptional customer service to candidates and assisted with technical issues.
Education
Degrees, certifications, and relevant coursework
Koforidua Technical University
Higher National Diploma, Electronics
2017 - 2020
Completed a Higher National Diploma in Electronics, focusing on practical and theoretical aspects of electronic systems and devices.
Cape Coast Technical Institute
NABPTEX Certificate II, Electronics
2013 - 2016
Achieved a NABPTEX Certificate II in Electronics, gaining foundational knowledge and skills in electronic technology.
St. Paul's JHS
BECE Certificate, General Education
2010 - 2012
Obtained a BECE Certificate, completing basic education with a focus on foundational subjects.
Availability
Location
GhanaAuthorized to work in
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