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Competences
Experience
Training and Quality, Senior Supervisor
Concentrix
2025-10 - ui.present
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 staff to enhance readiness and customer satisfaction.
Training and Quality, Supervisor
Concentrix
2024-09 - 2025-10
Directed a team of trainers and QA specialists, promoting a culture of excellence. Applied FMEA risk analysis to improve operational performance and reduce defects. Managed performance dashboards and KPI optimization. Coordinated instructional design and speed‑to‑readiness initiatives for new hires. Delivered executive reporting on training outcomes and quality metrics.
Trainer II
Webhelp Legacy
2023-08 - 2024-09
Delivered specialized training and managed the nesting (transition) phase for new agents. Facilitated onboarding to ensure rapid speed‑to‑proficiency. Utilized instructional design principles and performance metrics to track trainee progress. Collaborated with operations to align training content with business goals. Received client certification for training delivery excellence.
Subject Matter Expert
Webhelp
2023-02 - 2023-08
Provided tier‑II floor support to new hires and operational agents. Executed administrative tasks related to performance improvement and targeted coaching strategies. Analyzed performance data to identify skill gaps and recommended corrective actions. Assisted in developing quality guidelines and best practices. Contributed to continuous improvement initiatives across the contact center.
Customer Service Representative
Webhelp
2022-09 - 2023-02
Handled inbound calls and delivered first‑time resolutions for customers. Documented interactions and escalated complex issues to senior teams. Utilized CRM tools to track customer satisfaction metrics. Achieved performance targets for call handling time and quality scores. Provided feedback to training team for curriculum enhancements.
Formation
Psychology
Langues
English
fluent
Derniere mise a jour: il y a 2 semaines