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Julian R. — Mid-Level Bilingual Customer Service and Quality Analyst Lead from Colombia

Julian R.

Mid-Level Bilingual Customer Service and Quality Analyst Lead

Colombia 1-2 years
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Julian R. is a bilingual Customer Service and Quality Analyst Lead based in Medellín, Colombia, with over four years of expertise in the contact center industry. At iQor, he advanced from Customer Service Advisor to Team Lead and Quality Analyst Lead, overseeing daily operations, supervising agent performance, and ensuring compliance with quality standards. He specializes in quality assurance, KPI monitoring, and coaching, utilizing tools such as CRM systems and SANAS accent enhancement technology to drive customer satisfaction improvements. His experience also includes bilingual support, sales assistance, and account management within the customer service sector.

Experience

  • Quality Analyst Lead / Supervisor

    iQor · 2024 — Present
    Evaluated customer interactions to verify adherence to quality standards. Delivered coaching and feedback aimed at enhancing agent performance and customer satisfaction. Reviewed KPIs and quality metrics to recognize areas for improvement. Assisted leadership with quality reporting and initiatives for enhancement. Engaged in the development, testing, and calibration of the SANAS accent enhancement technology. Oversaw quality standards and assessment criteria for agents utilizing SANAS. Offered feedback and support for calibration to enhance the effectiveness of SANAS.

  • Customer Service Team Lead

    iQor · 2024 — Present
    Oversaw the daily functions of customer service agents. Addressed escalated customer concerns and facilitated team performance enhancement. Monitored performance metrics to ensure compliance with operational standards.

  • Bilingual Customer Service Advisor

    Blu Power Solutions · 2022 — 2024
    Provided bilingual customer support, managing accounts and renewals. Assisted sales and collections activities. Ensured the accuracy of customer records and performed system updates.

Skills & Expertise

Quality AssuranceCall CenterCustomer ServiceAccounts ReconciliationsCustomer Service and Admin Support

Education

  • International Business (In Progress)
    Universidad Pontificia Bolivariana

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