John B.
Mid-Level Call Center Quality Supervisor
Open to offersNew to PlatformAbout
John B. is an experienced Quality Supervisor in the call center industry, overseeing daily operations and coaching of QA agents to uphold rigorous standards in customer service. With a background spanning retail and sales account support at Transcom PH as a Customer Service Representative, John advanced to RMS Collect Inc. – an iQor, where he started as a Junior Agent and progressed to Sales Verifier, auditing sales calls for validity. Promoted to Quality Assurance Analyst and later to supervisor, he specializes in call monitoring, performance evaluation, and agent training. John collaborates with Operations and Training departments to address performance gaps, develop root-cause-based action plans, and implement best-practice processes, leveraging his Microsoft applications proficiency and dedication to improving the customer experience in the contact center sector.
Experience
Company Quality Assurance Analyst
RMS Collect Inc. – an iQor · 2018 — 2023Initially served as a Junior Agent and then promoted to Sales Verifier, focusing on auditing sales calls for validity. As a Quality Assurance Analyst, led coaching sessions to assess call handling, identified improvement opportunities, spoke at QA Talks, and collaborated with the Operations Team to enhance customer handling.Company Quality Supervisor
RMS Collect Inc. – an iQor · 2023 — PresentMentors and trains QA agents within the Operations department while analyzing call-monitoring data to create action plans. Works with Operations and Training to address performance gaps and ensure adherence to call center standards, provides evaluations and coaching, and implements best-practice processes. Collaborates with leadership to manage complex issues and supports the strategic direction of call center operations.Customer Service Representative
Transcom PH · 2017 — 2018Handled inbound calls for a retail/sales account, addressing customer complaints and processing orders.
Skills & Expertise
Education
- 1st Year UndergraduateJohn B. Lacson Colleges Foundation · 2012 — 2013
- High School DiplomaNegros Occidental National High School · 2008 — 2012
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