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Yaas3en User

@yaas3enuser

Message

Results-driven quality and data analyst optimizing processes and customer experience through analytics.

South Africa

Message

What I'm looking for

I seek a collaborative, data-driven role in BPO or customer operations where I can apply quality analytics, improve processes, coach teams, and reduce resolution times.

I am a results-driven Quality/Data Analyst with years of experience in the BPO industry, specializing in data analysis, process optimization, and quality assessment. I consistently investigate and resolve escalated account issues, prepare required documentation, and manage portfolios while leveraging analytical tools to drive performance improvements.

I proactively communicate case information to stakeholders and coach teams on customer service and complaints handling, using report generation and process improvement to reduce resolution times and enhance retention. I bring strong attention to detail, creative problem-solving, and a commitment to data-driven decision-making.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Foundever - Accor

Nov 2023 - Present (1 year 9 months)

Investigate and resolve escalated account issues within three days, prepare resolution documents, and proactively communicate case information to stakeholders while managing the portfolio.

Data Analysis Stakeholder Management Portfolio Management

Quality Analyst

Merchants SA

Jun 2022 - Sep 2023 (1 year 3 months)

Performed quality assurance and customer retention on BPO campaigns, managed escalations, and executed upselling and account management across Cape Town operations.

Quality Assurance Customer Retention Upselling Multitasking CRM

Data Entry Transcriptionist

REV

Feb 2018 - Jul 2021 (3 years 5 months)

Proofread and verified dictation for accuracy, transcribed pathology case data into information systems, and supported inbound/outbound customer account operations to maintain data quality.