Aiko Miller
Chicago
Summary
Results-driven Call Center Quality Analyst with 6+ years optimizing customer service performance. Expertise in monitoring, reporting, and improving KPIs with up to 20% efficiency gains. Skilled in data analysis, quality assurance, and feedback frameworks, with a focus on delivering exceptional customer experiences.
Overview
1
1
Certification
Work History
Call Center Quality Analyst
ProVoice Solutions
Chicago
NaN NaN - NaN NaN
- Monitored 50+ calls daily for quality assurance.
- Maintained 95% compliance with quality benchmarks.
- Developed weekly reports improving team KPIs by 20%.
Customer Experience Specialist
VoiceTech Services
Chicago
NaN NaN - NaN NaN
- Resolved 100+ customer queries weekly with 90% satisfaction.
- Streamlined quality metrics, increasing efficiency by 15%.
- Trained 10 agents, reducing onboarding time by 25%.
Call Monitoring Associate
TeleSphere Innovations
Springfield
NaN NaN - NaN NaN
- Performed weekly quality checks on 150+ recorded calls.
- Enhanced team performance by reducing errors by 10%.
- Implemented feedback sessions, boosting call accuracy by 18%.
Education
Master of Business Administration - Operations Management
University of Phoenix
May 2019
Bachelor of Science - Communication Studies
Arizona State University
May 2017
Skills
- Call Monitoring
- Quality Assurance
- Customer Experience
- Performance Analysis
- KPI Reporting
- Communication
- Data Analysis
- Feedback Implementation
Certification
- Certified Quality Auditor - American Society for Quality
- Call Center Quality Management Professional - Call Center Certifications Online
Languages
Spanish
Beginner (A1)
French
Intermediate (B1)
German
Beginner (A1)
Timeline
Call Center Quality Analyst
ProVoice Solutions
07/2023 - 07/2025
Customer Experience Specialist
VoiceTech Services
07/2021 - 06/2023
Call Monitoring Associate
TeleSphere Innovations
07/2019 - 06/2021
Master of Business Administration - Operations Management
University of Phoenix
Bachelor of Science - Communication Studies
Arizona State University