Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Volunteer
Maria-Fabiola Chițac

Maria-Fabiola Chițac

Quality Analyst
Brasov

Summary

Results-driven professional dedicated to maintaining the overall quality of service delivery within organizations. Proven expertise in evaluating and coaching agents to ensure they consistently meet or exceed established quality standards. Utilizes continuous analysis, root cause analysis, and feedback strategies to enhance client satisfaction and drive excellence in service provision.

Overview

13
13
years of professional experience
3
3
Languages

Work History

Quality Analyst

SC Majorel Strategy & Expertise SRL
Brasov
02.2023 - Current
  • Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
  • Maintain quality reports at Agent and Team level
  • Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level
  • Communicate performance related indicators into the Team and back to the Management
  • Ensure compliance with company regulations with regards to Data Security and Protection Standards

Content Moderator

SC Majorel Strategy & Expertise SRL
Brasov
07.2018 - 02.2023
  • Strada Ionescu Crum Nr 1, 500446 Brașov (Brașov)
  • As an online content evaluator for the social media app, my responsibilities included:
    - Evaluating various types of online social media content (images, videos, text, etc.).
    - Applying internal policies and criteria to select appropriate content.
    -Removing any inappropriate content to ensure a safe experience for app users and the community.
    - Ensuring a consistently high level of quality in every case reviewed.
  • Adherence to company rules and procedures regarding data security and privacy

Customer Service Representative

SC Arvato SRL
Brasov
08.2012 - 09.2018
  • Strada Ionescu Crum Nr 1, 500446, Brasov
  • Engaged with customers in person and over the phone, addressing their questions, issues, and complaints to foster positive relationships and facilitate effective communication.
  • Explored new markets to create sales and revenue opportunities, thereby enhancing profit margins.
  • Developed enduring client relationships, enabling accurate price quoting and terms alignment to achieve customer objectives.
  • Sustained productive relationships with existing customers through exceptional follow-up efforts post-sales.
  • Assisted customers in setting up new systems, applications, and software to ensure smooth workflow management.
  • Responded promptly to customer emails, calls, and live chat inquiries regarding technical malfunctions, providing remote solutions.
  • Installed and configured applications for clients, offering comprehensive project support.

Customer Service Representative

SC Computer Generated Solutions SRL
Brasov
02.2010 - 08.2012
  • Strada Turnului nr 5, Poarta 1, 500152, Turnului, Brașov
  • Handled customer service inquiries with speed and precision.
  • Achieved maximum customer satisfaction by promptly resolving service issues.
  • Assisted in processing customer orders made in person, via email, online, and over the phone.
  • Cultivated strong relationships with customers through courteous and professional communication.
  • Acted as the escalation point for intricate customer issues, ensuring timely resolutions to enhance client retention.
  • Increased client retention rates by setting and achieving sales goals.
  • Managed customer account inquiries, providing accurate information to resolve service complaints and ensure overall customer satisfaction.

Education

Diploma of Higher Education - Legal Sciences

University of Transylvania
Brasov

Skills

Tecnical troubleshootingundefined

Accomplishments

  • COPC certificate - Customer Operations Performance Centre
  • Helped average of 75 customers per day while maintaining excellent satisfaction rates
  • Digital competence
  • Self-Assessment
  • Information
  • Communication
  • Content
  • Safety
  • Problem processing creation solving

Languages

Romanian
Native language
English
Proficient
C2
Spanish
Proficient
C2

Timeline

Quality Analyst

SC Majorel Strategy & Expertise SRL
02.2023 - Current

Content Moderator

SC Majorel Strategy & Expertise SRL
07.2018 - 02.2023

Customer Service Representative

SC Arvato SRL
08.2012 - 09.2018

Customer Service Representative

SC Computer Generated Solutions SRL
02.2010 - 08.2012

Diploma of Higher Education - Legal Sciences

University of Transylvania

Similar Profiles

CREATE PROFILE
Maria-Fabiola ChițacQuality Analyst