I have spent almost 9 years in the BPO industry where I started as a customer service support for a financial institution. As a customer service agent, I have developed strong interpersonal skills that allowed me to be able to address all customer queries accordingly while providing callers with a quality experience. After less than a year of being a consultant, I was promoted to Quality Assurance Specialist. My primary functions included monitoring of all transactions to ensure all callers are dealt with accordingly and all client-set standards are met. All of the observations were always presented through reports I have prepared and meetings with stakeholders. I have also facilitated refreshers and calibrations. After four years, I have moved up the ladder after being promoted to Quality Assurance Manager, apart from data analysis and client engagement, I was also responsible for a team of more than ten Quality Assurance Specialists. I have also worked for Talent Acquisition for a year.