Quality Assurance Analyst and Customer Service Professional with 3+ years of experience in quality assurance, data analysis, customer service, operational reporting, performance analysis, customer analytics, fraud awareness, compliance monitoring, and process improvement within a high-volume international contact centre. Skilled in Microsoft Excel, SQL, Power BI, KPI reporting, data cleaning, root cause analysis, dashboard reporting, and AI-assisted workflow automation.
Complete an average of 40 quality evaluations per week, maintain 85% calibration accuracy, produce quality reports and performance analyses, analyse customer interaction data, conduct root cause analysis, deliver coaching sessions, and use ChatGPT and Claude to automate documentation and improve reporting efficiency.
Managed around 70 customer interactions per day across billing, orders, shipping, returns, payments, and account enquiries. Maintained strong CSAT, FCR, adherence, attendance, and upsell performance while resolving complex customer issues and protecting confidential information.
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