Venesha Wright-Smith
St. Andrew
Summary
Detail-oriented and experienced professional with a proven track record in quality assurance and leadership roles. Skilled in monitoring performance metrics, conducting audits, and implementing effective solutions to improve processes. Seeking to leverage expertise in coaching, tracking, and reporting to excel as a Quality Assurance Analyst.
Overview
6
6
years of professional experience
Work History
Customer Experience/ Quality Analyst Supervisor
ITEL
11.2022 - 11.2023
- Approve, adjust, track, and record employee payroll.
- Lead and oversee day-to-day functions of assigned team, including Senior/Quality Specialists.
- Monitor, analyze, and address performance metrics to maintain high service levels and generate production efficiency.
- Conduct one-on-one meetings, weekly meetings, coaching/development plan sessions, and performance reviews.
- Create, update, and maintain Quality performance reporting.
Subject Matter Expert
CONDUENT
09.2018 - 04.2022
- Coached agents and assisted them with queries.
- Updated reports and provided product knowledge support.
- Supervised the team in the absence of the supervisor.
- Maximized employee performance through effective training and mentoring.
Assistant quality Analyst
CONDUENT
07.2017 - 04.2022
- Monitored agent calls and created job aids.
- Maintained knowledge of procedures and process updates.
- Collaborated effectively with diverse teams to meet objectives.
Education
Associates Degree in Business Administration -
UNIVERSITY OF THE COMMONWEALTH CARIBBEAN
07.2026
CSEC -
LACOVIA HIGH SCHOOL
01.2012
Skills
- Attention to detail
- Root Cause analysis
- Auditing and reporting
- Coaching and mentoring
- Process improvement
- Strong communication skills
- Time management and organization
- Proactive problem-solving
References
- Stephanie Stephens-Walker, Itel Customer Experience Manager, 1 (876) 591-2494
- Sashawna Mckenzie, Concentrix Training and Quality Assurance Manager, 1 (876) 328-6488
Timeline
Customer Experience/ Quality Analyst Supervisor
ITEL
11.2022 - 11.2023
Subject Matter Expert
CONDUENT
09.2018 - 04.2022
Assistant quality Analyst
CONDUENT
07.2017 - 04.2022
Associates Degree in Business Administration -
UNIVERSITY OF THE COMMONWEALTH CARIBBEAN
CSEC -
LACOVIA HIGH SCHOOL
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