NEED HELP: Skills Assessment

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NEED HELP: Skills Assessment

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Old 03-24-2011, 05:06 AM
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NEED HELP: Skills Assessment


I need help. Not sure what skill should i choose for my work experience... Hope you can help me. Below are my work experience and curriculum i took from college...

Senior QA Analyst for 4 yrs

A. Monitors and audits calls made by the CIAs against internal quality guidelines, standards, policies, and procedures to deliver accurate and quality information to Operations, Training, and to respective Clients. Ensures that quality-monitoring goals of the Company are met.

B. Produces reports that exhibit the trend of CIA performance both in graphical and written form. Presents an analysis of CIA performance against quality guidelines / parameters and ensures the availability of documentation to be used for comparative study that will help in improving the overall performance of CIAs.

C. Provides analysis as a basis for Clients and Operations (i.e. TCs, AOMs) to gauge the performance of the program against quality parameters. Subsequently devises action plans to improve program quality scores (i.e. consequence management, positive reinforcement).

D. Conducts retraining, refresher courses, and Q&A sessions for agents by preparing an outline for what needs to be retrained, re-learned, and clarified. Cascades to CIAs new program guidelines and updates. Entertains situational questions and clarifies issues / quality guidelines.

E. Facilitates conference calls between QA representatives and the Client. Reports to the Clients raw data and corresponding analyses compiled from quality audits of the program. Provides the client with data and information regarding the program’s performance against quality parameters established.

F. Participates in new hire orientations, focusing on quality guidelines, with the Training Department. Conducts individual coaching and group training sessions for agents as necessarily cued by the internal and external audit results. Addresses common and consistent errors committed by CIAs that require immediate rectification by providing on-the-spot feedbacks (i.e. one-on-one dialogue. TC reminders, training sessions).

IT QA Officer for 5 months and counting
• Support a programme to implement a ITIL based 7 step continuous service improvement process across our on-shore and offshore IT infrastructure support teams
• Report on the effectiveness of the teams to deliver on a series of key SLA measurements and targets
• Work with the onshore and offshore teams to development quality policies and processes across all of the IT functions
• Provide regular audit information regarding the compliance levels of IT against key ITIL tasks
• Help design and conduct effective induction & training plans across the teams to ensure the ongoing development and visibility and adherence to our core processes is maintained

I'm a BS. Computer Engineering grad since 2005. I only got a cert for six sigma yellow belt training. Other than that, none. I'm no longer that IT techy, but im more on the processes of an org be that an IT org or others. Hope you can help.

Thank you.

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