Quality Assurance ManagerQuality Assurance Manager

Key Achievements:

I developed a tracking system for the Call Coach Team for easy ID tracking to ensure all calls are scored accurately and not duplicated. I ensure that all aspects of the sales and service process meet the highest standards of quality, customer satisfaction, and compliance. Monitoring Australian automotive phone calls (Car Sales, Car Servicing, Car Parts, and Outbound Prospecting Calls) by scoring the leads accurately based on the client set scoring criteria. Ensure that the process is transparent, fair, and compliant with legal and regulatory requirements. Provide accurate and complete information about the vehicles, pricing, financing options, and warranties to customers.

Key Achievements:

I ensure every video project meets the highest quality standards by paying close attention to detail, reviewing thoroughly, and making sure everything aligns with client requirements. I also contribute creative ideas on content, style, and storytelling, working closely with clients to bring their vision to life. My focus is on producing visually appealing, engaging videos that are optimized for social media, designed to grab attention and drive audience engagement.

Key Achievements:

I implemented strong quality assurance strategies that promote continuous improvement and build a culture of quality. I set clear quality metrics, benchmarks, and targets to track and improve performance, while establishing and enforcing standards across e-commerce operations to ensure compliance with industry regulations, safety guidelines, and customer expectations. I developed and monitored KPIs, creating regular reports to keep stakeholders and management updated on performance. By analyzing customer feedback, complaints, and returns data, I identified trends and improvement opportunities, working closely with customer service teams to resolve issues, enhance product quality, and deliver a better overall customer experience

Key Achievements:

I develop and keep QA documents, guidelines, and standard procedures up to date to make sure our web publishing stays consistent. I also use data insights to keep improving the overall user experience. I review and edit website content for grammar, spelling, and style consistency while making sure it aligns with brand guidelines. I also check that images, videos, and other media are properly integrated to communicate the right message. I work with SEO specialists to make sure website content follows SEO best practices. I analyze and audit on page SEO elements, identifying issues like broken links, duplicate content, missing meta tags, and other areas for optimization

Key Achievements:

A. HORIZON HEALTHCARE (HEALTHCARE ACCOUNT) - QA ASSOCIATE MANGER (VOICE AND EMAIL) Implemented a system to track and review performance data, spot trends, and find ways to improve. Put together reports and presentations to share quality results and insights with the team and other stakeholders. Took the lead and joined in quality improvement projects like root cause analysis, risk assessments, and performance reviews, using data and analytics to drive better results. Made sure the organization followed all healthcare rules, standards, and accreditation requirements. Kept up with any regulatory updates and gave advice on what steps to take to stay compliant. Collaborate with the Training team to create and run programs that help staff understand quality assurance. Encouraged everyone to keep learning and improving by getting involved in different quality activities. Took on an out-of-the-box role as the Point of Contact for the Employee Engagement Program. Helped build a positive work culture that supports employee satisfaction and overall success. Encouraged teamwork, well-being, and a strong sense of belonging within the organization. B. SYMANTEC ESSENTIAL HORIZON (CS AND TECH ACCOUNT) - QA SENIOR SPECIALIST FOR VOICE, EMAIL AND CHAT SUPPORT C. INTUIT TURBOTAX (SEASONAL TECH ACCOUNT) - QA SPECIALIST D. CYBER DEFENDER (TECH ACCOUNT) - QA SPECIALIST Served as Point of Contact for Customer Retention. Focused on monitoring, evaluating, and improving the customer retention processes to maximize customer satisfaction, loyalty, and long-term relationships Served as Point of Contact for Seasonal Tech Account and perform the role of QA Associate Manager. Work closely with Senior Leadership to ensure alignment between quality standards and operational goals. Designed and Launched a QA Training Material entitled "Gaining Customer Trust" for Automatic Renewal Visa Customers. The aim is to train and empower our employees to build trust through their competence and ability to meet customer expectations. Monitor, evaluate and improve the quality of customer support interactions across voice, chat, and email channels by providing constructive feedback, coaching sessions, and driving process improvements. Collaborate with team leaders, trainers, and subject matter experts, to develop and refine quality standards. E. SUTHERLAND FMEA TEAM (FAILURE MODE AND EFFECTS ANALYSIS) - QA SPECIALIST Implement a proactive approach to identify and address potential risks or failures before they impact the end customer. Systematically analyze failure modes and take preventive measures to help improve the quality of products, services, processes, or systems. Implement FMEA process to aid in quality control. Whether it is a product, a system, or a process under analysis, the goal is to evaluate ways to prevent, detect, and mitigate failures of any kind. Validate the effectiveness of the implemented preventive measures and monitor their performance over time. Continuously track and analyze data to identify any new failure modes or areas for improvement. F. SYMANTEC ESSENTIAL HORIZON (CS AND TECH ACCOUNT) - ESCALATIONS MANAGER Effectively address escalated issues to maintain customer satisfaction, loyalty, and the overall reputation of the organization by: Conducting thorough analysis of escalated issues by investigating the underlying causes contributing factors that have been escalated from frontline customer service representatives or supervisors. Handle these cases with a higher level of expertise and authority to find effective resolution and action to prevent future escalations. Collaborating with other departments or teams including supervisors, managers, and subject matter experts, within the organization for effective communication among teams involved in resolving the escalated issues. G. SYMANTEC ESSENTIAL HORIZON (CS AND TECH ACCOUNT) - RETENTENTION CONSULTANT, TECH SUPPORT AND CUSTOMER SERVICE REPRESENTATIVE Provide prompt, courteous, and professional assistance to customers via various communication channels such as phone, email, chat, or in-person. Address customer inquiries, concerns, or complaints effectively, striving to exceed customer expectations Assist customers with placing orders, processing transactions, or updating account information. Ensure accurate order entry, payment processing, and timely shipment or delivery of products. Resolve any issues related to order fulfillment or billing Have a strong grasp of technology and the ability to help customers resolve technical issues efficiently. Use remote access tools to diagnose and fix problems quickly and effectively. Document customer interactions accurately, noting the issue, troubleshooting process, and solution. Keep ticketing systems updated to monitor cases and ensure proper follow-up.