Lushawn Brown

• Oversee staffing levels and Quality Analyst performance to ensure operational efficiency
• Establish and communicate team objectives, emphasizing professionalism and accountability
• Collaborate cross-functionally to enhance compliance and process alignment
• Analyze call recordings and fulfill audit and quality project requirements
• Participate in training, meetings, and calibrations to maintain consistency
• Prepare and deliver quality performance reports across all intervals
• Build strong partnerships with managers, team leads, and frontline staff
• Lead interview processes for prospective Quality Analysts

• Performs call monitoring in a sales environment to measure skills in use of scripts, product knowledge, greeting, diction, listening, etiquette, object handling, efficiency and courteous close of call.
• Execute call review to support escalations.
• Provides feedback and coaches agents in a manner that is professional and timely.
• Furnish trending and escalates issues as needed; providing management with suggestions, statistics, and general data to support process improvement recommendations.
• Supply feedback to call centre sales leader and managers.
• Conduct training and support to the sales leaders and sales expert.

• Use a customer-focused, consultative sales process to educate customers on what products/services will best fit their needs.
• Respond to inbound phone calls and sales inquiries in a timely, efficient and professional manner.
• Maintain expert-level knowledge on the features and business applications of the company’s product line.

• Derive all necessary information from customer to update database.
• Provide customer with appropriate customized information.
• Execute routine inbound and outbound call centre activities concerning the business products/services, using alternatives as per standard script and established guidelines and under supervision, to meet SLAs.
• Assisting customers with student loan debt inquires.