Call Center Quality Assurance CV

Call center quality assurance professionals deal with the random and structured collection of customer service conversations. They evaluate these conversations and determine if the agents are keeping up with the standards of the company and the standards of excellent customer service. They examine the way the agents speak with the customers and how they handle the customer issues using the program or system the company requires them to use.

Sample Call Center Quality Assurance CV Template

Donna Wheeler

123 Field Street,

Holyhead, LL65 3EG

Telephone Number:  12 345 6789

Mobile Number: 07123456789

Email: dwheeler@email.com

Career Objective

To work in a call center quality assurance position for a global company

Educational Background

BS Computer Science

University of ABC, 2005

Work Experience

2008-2010: Call Center Quality Assurance Officer, ABC Global Company

Responsibilities

  • Listened to call center representatives’ recorded conversations to subject to quality assurance policies and screening
  • Made progress reports on monitored agents
  • Gave recommendations and commendations on agents who give superb customer service
  • Made weekly and monthly reports
  • Work hand in hand with team leaders to improve team’s performance

Skills

  • Excellent verbal and written English skills
  • Attentive to details and strict with policies
  • Good listener and adept problem solver
  • Fast trouble shooting skills using computer programs
  • Have knowledge with basic technical support

 

Achievements

  • Have been in the call center industry for more than five years
  • Screened and trained call center representatives for proper call handling and excellent customer service policies

 

References available upon request