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Умения
Опит
Training and Quality, Sr Supervisor
Concentrix
2025-10 -
Designs impactful learning experiences and quality frameworks aligned with business objectives. Leverages performance insights to drive continuous improvement and operational consistency. Leads a team of trainers and quality analysts, fostering a culture of excellence and professional growth. Utilizes FMEA methodologies to identify risks and optimize performance. Reports executive metrics and mentors junior staff.
Training and Quality, Supervisor
Concentrix
2024-09 - 2025-10
Directed a team of trainers and QA specialists, promoting a culture of excellence. Applied FMEA to identify operational risks and improve performance. Managed training design, instructional delivery, and performance monitoring. Produced executive reports on KPI trends and coached staff to achieve quality targets.
Trainer II
Webhelp Legacy
2023-08 - 2024-09
Delivered specialized training and managed the nesting (transition) phase for new hires. Facilitated onboarding to ensure rapid speed‑to‑proficiency. Utilized instructional design principles and performance metrics to track trainee progress. Coordinated with operations to align training with business goals.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hire and operation agents. Completed administrative tasks related to performance improvement and targeted coaching strategies. Analyzed performance data to identify coaching opportunities and improve agent KPIs.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound calls and delivered first‑time solutions to customers. Maintained high satisfaction scores through effective problem solving. Recorded interactions and contributed to performance reporting.
Образование
Psychology
Езици
English
fluent
Последна актуализация: преди 2 седмици