SSStephanie Silva
@stephaniesilva
Experienced Quality Analyst dedicated to enhancing customer satisfaction.
PhilippinesWhat I'm looking for
With a decade of experience in the BPO industry, I have dedicated the last seven years to my role as a Quality Analyst in Mandaluyong City. My primary focus is on ensuring that our organization delivers exceptional customer service by meticulously evaluating and maintaining the quality of customer interactions across various channels. I take pride in my ability to assess and analyze customer calls, identifying areas for improvement while upholding quality standards to enhance overall customer satisfaction.
Throughout my career, I have developed a keen eye for detail and a strong commitment to effective communication. I have successfully monitored and assessed the quality of both incoming and outgoing communications, providing constructive feedback to team members to foster their growth. My experience includes generating quality reports for managerial review, contributing to Failure Modes and Effects Analysis (FMEA), and facilitating process refresher sessions to ensure that our team remains informed and engaged.
In addition to my analytical skills, I have also taken on training responsibilities, conducting classroom-based training for new hires and providing ongoing coaching to enhance their skills. My goal is to not only meet but exceed performance metrics, ensuring that our clients receive the highest level of service possible.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Cognizant Technology Solutions
Jun 2019 - Present (6 years)
Monitored and assessed the quality of incoming and outgoing telephone conversations and various customer communication channels to ensure accuracy and adherence to quality standards. Generated quality reports for managerial review and contributed to Failure Modes and Effects Analysis (FMEA) efforts.
Quality Analyst
Startek Philippines
Jul 2016 - Sep 2019 (3 years 2 months)
Ensured the precision of call behavior performance data documentation and scrutinized the quality of inbound and outbound phone calls, chat interactions, and SMS messages. Provided constructive feedback through both verbal and written channels, and regularly quantified, reported, and standardized team performance.
Trainer
Startek Philippines
Aug 2017 - Nov 2017 (3 months)
Conducted classroom-based training for new hires and initiative-specific training, employing diverse teaching techniques and educational materials. Offered constructive coaching and feedback to new employees to boost skill development and fulfill graduation criteria.
Technical Support Representative
Startek Philippines
Jan 2014 - Jul 2016 (2 years 6 months)
Handled a substantial influx of customer phone inquiries regarding products or services in a polite and efficient manner, swiftly resolving concerns during the initial interaction. Proficiently troubleshot a range of technical issues and managed inquiries about billing, service, equipment, and account changes.
Customer Service Representative
Startek Philippines
Aug 2013 - Dec 2013 (4 months)
Handled a substantial influx of customer phone inquiries regarding products or services in a polite and efficient manner, swiftly resolving concerns during the initial interaction. Proficiently troubleshot a range of technical issues and managed inquiries about billing, service, equipment, and account changes.
Education
Degrees, certifications, and relevant coursework
University of the Cordilleras
BS in Financial Management and Accounting, Financial Management and Accounting
Studied Financial Management and Accounting at the University of the Cordilleras. Gained knowledge in financial principles, accounting practices, and business management.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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