Virtual Assistant, Customer Support, Quality AssuranceVirtual Assistant, Customer Support, Quality Assurance
Angela
$700
per month
($4/hour)
Profile Description
Results-driven Executive Partner and Quality Assurance professional with 2+ years of experience supporting business operations, customer support and compliance in contact center environments. Adept at managing executive workflows, coordinating cross-functional communications, and leveraging AI and productivity tools to optimize team performance. Combines a background in broadcast media and print with strong organizational, analytical, and stakeholder engagement skills to deliver measurable opera...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Virtual Assistance & Admin
Work Experience
Quality Analyst
CCI Global
Apr 2025 - Present
Key Achievements:
Monitored and evaluated 50+ customer interactions weekly, achieving 98% compliance adherence with insurance regulations and internal quality standards. Delivered structured coaching sessions to 15+ agents per month, contributing to a 12% improvement in team quality scores over two quarters. Conducted rigorous quality audits and participated in calibration sessions, reducing scoring discrepancies by 20% across evaluator teams. Produced weekly and monthly performance trend reports using Excel and Google Sheets, enabling data-driven decisions for management review. Recommended and implemented 3 process improvements that enhanced first contact resolution (FCR) rates and reduced average handling time by 8%.
Customer Support Specialist
CCI Global
Aug 2024 - Mar 2025