Cleopatra Joseph

I'm a Quality Analyst with 2+ years experience of working in different departments, Billing; Technical Repair and Retentions. 

As a Quality Analyst I have the ability and skill to coach and motivate, listen to calls and provide constructive feedback to both agents and Operations.

I am an analytical fast learner who requires very little supervision. I work well in a team and on my own. 

In my position I know and  understand the importance of time management, keeping track of my work and sometimes putting in the extra time to ensure all outputs and inputs are met. 

As a Quality Analyst I religiously keep track of my work using Microsoft office, using findings to improve agent performance which leads to  enhanced customer experiences. 

My work requires that I work with bottom performing agents and teams: 

• Taking overall responsibility for the performance and ongoing development of Call Centre Agents.

• Ensure that the required metrics and measures are in place and monitored to provision the management of clients SLA and agreements.

• Ensure the delivery of client contractual obligations.

• Continually strive to upskill and motivate employees through effective leadership, mentoring, coaching and performance improvement

I have completed online Certificates:

The Customer- Customer-How to understand their needs 

Six Sigma Green belt