- Quality Evaluator. Evaluated tech support calls to ensure quality and compliance. More than 200 evaluations performed, being a top performer in the month of November and December 2025. 2% of Discrepancies for the cases evaluated.
• Delivered clear, actionable feedback to boost agent performance, helping to improve their QMs (Markets covered: Italy, Switzerland, UK and Ireland). Coached colleagues saw an overall improvement of their KPIs, reducing the AHT, ACW and increasing CSAT (CSAT 4.3/5, QM for the overall team over 90% over the Q3 and Q4, AHT reduced by more than 2 minutes)
• Collaborated with Labelling Team contributing to the ongoing translation for the launch of the company products on the Italian Market
• Mentored 4 team cluster members that successfully finished the 3 month probation period
• Met all the KPIs and ensure a consistent CSAT level, over 4.3 for 2025. QM (over 90% in 2025)
• Go-to resource in team chats, driving consistency and collaboration across the board
• Promoted projects for departmental improvement. The first with the aim to assist mentors during the mentoring process (Mentor’s playbook – candidate as one of the best ideas for the Q3). The second with the aim at improving the efficiency in “translating” requests with a project “CA TS Glossary”. Both outputs are used daily in the Technical Support DepartmentMore...