Buhle N.
Junior BPO Quality Assurance Analyst
Open to offersNew to PlatformAbout
Buhle N. is an experienced Quality Assurance Analyst with a background in the BPO industry, specializing in compliance, agent performance, and customer experience improvement. At Advanced Call Center Technologies, LLC and Merchants, Buhle conducted quality evaluations across voice and digital channels, ensuring alignment with internal standards and client requirements. Their responsibilities have included in-depth analysis of agent performance trends, delivery of actionable feedback via coaching and escalation reports, and participation in calibration sessions to guarantee consistency between QA and Operations teams. Buhle effectively supported performance improvement initiatives by tracking KPI analysis, leveraging tools such as Zendesk, Playvox, and Tableau, and applying root cause analysis techniques. Lean Six Sigma Yellow Belt certified, Buhle has also provided quality customer service and contributed to revenue retention through upselling and cross-selling within BPO customer care environments.
Experience
QUALITY ASSURANCE ANALYST
Advanced Call Center Technologies, LLC · 2024 — PresentPerforms quality evaluations for voice and digital channels to verify compliance with client and internal quality standards. Analyses QA data and agent performance trends to highlight recurring gaps and areas for improvement. Partners with Team Leaders by delivering actionable feedback and coaching insights, and generates escalation reports to aid agent development. Contributes to calibration sessions to ensure scoring consistency among QA and Operations teams. Maintains tracking of KPIs, monitors quality trends, and documents coaching outcomes using Zendesk, Playvox, and Tableau.CUSTOMER SERVICE REPRESENTATIVE
Merchants · 2023 — 2024Provided customer support to address queries and maintain productivity and quality KPIs. Resolved complex customer issues using problem-solving combined with empathetic communication. Recognized opportunities for upselling and cross-selling, and applied strong product knowledge while navigating CRM and POS platforms.QUALITY ASSURANCE ANALYST
Merchants · 2023 — 2024Conducted evaluations of agent interactions to verify compliance standards and client requirements. Reviewed performance metrics and QA data to detect patterns requiring improvement. Engaged in calibration sessions for alignment of QA assessments, and supported Team Leaders with feedback and coaching recommendations, while tracking key KPIs and quality trends.
Skills & Expertise
Education
- MatricDenver Secondary School · 2017 — 2021
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