Kathryn Carroll
Iva,SC
Summary
Quality Assurance Specialist with 10 years of experience, known for high standards and consistent results. Extensive experience in identifying and resolving quality issues to maintain top-tier customer service standards. Reliable team player with focus on collaboration and adapting to evolving project needs. Proficient in quality assurance processes and detail-oriented analysis.
Overview
11
11
years of professional experience
Work History
Quality Assurance Specialist
Cinch Home Services
03.2014 - 04.2024
- Provides performance-related feedback and coaching to call center associates, focusing on service delivery and customer satisfaction
- Conducts routine coaching interactions with associates to drive performance enhancement
- Analyzes and reports on a weekly/monthly basis to track trending behaviors and identify areas of opportunity
- Monitors calls and provides trend data to the related management team
- Audits external BPO partners to ensure adherence to company guidelines and served as a liaison to ensure transparent partnership
- Conducts group monitoring and calibration sessions involving cross-site management
- Collaborates with Quality Leadership to continuously define Quality Assurance guidelines
- Performs routine data entry tasks
- Spearheaded the development of new evaluation forms and metrics to accurately gauge performance company-wide
- Partners with Learning & Development to create procedural and training updates.
Waitress
J Peter's Bar and Grill
07.2013 - 03.2014
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
Education
High School Diploma -
Crescent High School
Iva, SC05.2006
Skills
- Call Monitoring
- Learning and Development
- Data Entry
- Project Management
- Time Management
- Analytical Thinking
- Problem-solving skills
- Team Collaboration
References
Available Upon Request
Timeline
Quality Assurance Specialist
Cinch Home Services
03.2014 - 04.2024
Waitress
J Peter's Bar and Grill
07.2013 - 03.2014
High School Diploma -
Crescent High School
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