PRESENTATION of   QUALIFICATIONS For Gary P. DuBose

Telvista
9-02 TO 8-06
TITLE: QUALITY ANALYST


          Summary: Provide analysis of call metrics and agent quality in support of managers and supervisors in high volume call center.


          Duties include: Provide support to multiple contracts by analyzing call metrics and providing reports to managers in high volume in-bound call center environment. Monitor recorded calls for accuracy and quality. Provide training on quality requirements, procedures, and software. Develop and maintain Excel spreadsheet reports. Assure maintenance of high quality customer support by providing feedback to supervisors and mentors regarding their evaluation and support of agents. Provide quality support though agent evaluations and mentoring. Perform tasks in support of unit management

Recent Successes Include:

• Instituted initiatives that raised quality scores
• Complete rewrite of standards to increase quality
• Reduce quality variance through calibration sessions
• Assist in development and training new evaluators
• Responsible for maintenance, modification, and creation of Queries in Access
• Maintain and modify Excel spreadsheet reports
• Assist coworkers with Excel spreadsheet reports.
• Create and modify Evaluation forms in Witness eQuality application
• Assist coworkers create and modify Evaluation forms in Witness
• Train Supervisors to use new software.
• Assisted implementation process for new software