Educated agents, supervisors, and managers on quality process and goals.
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Identified areas of improvement in existing quality analyst processes
through continuous analysis of current practices.
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Troubleshot to identify issues, determine cause of problem and facilitate
solution to restore processes.
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Analyzed quality and performance trends to provide recommendations and
action plans for improvement.
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Facilitated regular meetings with team members to discuss progress on
projects and resolve any issues encountered along the way.
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Identified opportunities for business process improvement across projects.