Johed Ong

Copy Editor, Copywriter, Writer

Success is measured by perseverance !

SR. SPECIALIST – QUALITY ANALYST,

● POC for Quality Assurance Associates of Microsoft Windows Support.
● Collaborated with several departments in the implementation and refinement of a certification process that prepares new agents for call handling. Review client escalations for Tier 1 cases.
● Prepares QA and CSAT Reports and interacts with operations and support groups regarding quality improvements.
● Supported and coordinated communication with the client on procedures, product and policy updates.
● Scrubbing Non-SAT surveys to provide an update to Service Delivery on where the misses are and how we can address it through CSAT Analysis.
● Provide CSAT Analysis to Service Delivery and Quality Managers.
● Participates in client visits and prospecting presentations.
● Participates in weekly business reviews with clients to ensure compliance with client standards are met.
● Provide weekly Team Progress reports to Service Delivery.
● Facilitated weekly calibration sessions with clients and quality team performance evaluations
Categories
Content Types
Article, General Photo, Case Study, Buyers Guide, Social Copy, Checklist
More Information
Dominican College of Tarlac, College Degree / BS IT
Angeles, Pampanga, Philippines|English
Publications
N/A

Published Content

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