● 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