joei ramos

quality analyst

About

Quality Analyst at iQor

Country

philippines

City

calabarzon

Industry

outsourcing/offshoring

Skill

call centers, business process, bpo, outsourcing, process improvement, training, team management, management, team leadership, performance management, service delivery, program management, change management, software documentation, crm, vendor management, quality auditing, quality assurance, collaborative leadership, business process improvement, customer experience, customer satisfaction, operations management, coaching, employee engagement, team building, data entry, data analysis, customer service, leadership, business process outsourcing, contact centers

Experience

case manager

teleperformance

2010-11 - 2013-6 · 2 yrs 8 mos

* Handling Customer complaints on the services that they are receiving * Providing better resolutions that will not affect on the objectives of the 3Cs * Ensuring that customer will be fully educated on the things that is related to their account/services and that they will no longer raise the same concern in the future

back office consultant

teletech

2008-10 - 2010-10 · 2 yrs 1 mo

Correcting system misalignments and to ensure that what the customer sees on their bills coincides with what they have signed up for

business process associate

american data exchange corporation

2005-4 - 2008-9 · 3 yrs 6 mos

Handling property reports of houses to be sold, foreclosed by the bank and mortgage issues

quality analyst

iqor

2014-1 - Present · 12 yrs 9 mos

* Monitoring on agents calls that govern the process and procedures of the account * Coaching on the opportunities that arise from the said call and providing options on how to handle the call efficiently * Celebrating on agents good call handling and giving out feedback on how they can make it greater if not perfect