Training quality analyst

Key responsibilities:

Data analysis
• Run daily, weekly, monthly reports to support the team with data to identify and tackle areas of improvement
• Own and perform individual deep dive analyses on the main KPIs (NPS, RCA, Service Quality, THT) including communicating results and implications to leaders both to the company and clients
• Generate weekly, monthly and quarterly data reports for business reviews
• Automate and simplify ongoing reporting and analysis processes

Coaching and Training
• Evaluate and monitor the CS agents’ performance by completing quality scorecards
• Provide feedback and coaching to individual agents with particular focus on Net Promoter Score (NPS) and compliance with internal workflows
• Provide training and technical troubleshooting to agents
• Maintain an up-to-date expertise level on company product and procedures knowledge by being attentive to and acting upon information advised in e-mail updates, team meetings, training and other briefings

Special assignment (Nov 2018 – Feb 2019)
• Member of the Performance Improvement Team working along with the Head of Quality of the company, creating and implementing projects for metrics that were in the need of meeting the targets set by Airbnb

Tools used: Tableau, Excel/Google Sheets, G suite, Medallia, QC Nice, Scorebuddy, Zendesk, Speechminer, Genesys, Sisense, Workday

Key responsibilities:
• Deal with members’ email queries promptly and efficiently, in accordance with company procedure
• Process all incoming phone calls from customers and manage all requests, changes and cancellations as necessary
• Interact with a diverse customer base. Input and access data on multiple systems
• Clearly and concisely log and track detail of issues arising, ensuring to report recurring queries in order to minimize repeat callers

Special projects/assignments:
• Customer Experience Template Development Project (Dec 2017 – Dec 2019); the aim of this project is developing and adapting templates in Spanish to build a corpus of resources that address all the possible Airbnb users’ issues. This will allow associates to communicate to users consistently using the company's voice and ensure the best customer experience while promoting brand awareness
• Selected to review and assess new candidates' language tests as part of the company's hiring process

Key responsibilities:

• Responsible for overseeing all free-ranging species in the park and implementation of necessary health and safety regulations associated with it
• Provide zoological information to members of the public and liaising with customers throughout the park on a daily basis
• Assisting with both primary and secondary school groups mainly in the field of practical terrestrial ecology facilitating the learning of a variety of both qualitative and quantitative assessment techniques