Clement Ulasi

Background

About Clement Ulasi

I am a Quality assurance analyst with wealth of experience in quality monitoring, process improvement and standardization, coaching mentoring. I have an in-depth knowledge in the use of basic and advanced quality monitoring tools, such as the use of speech analytics module, which spans through 6 years. My core responsibilities are as follows: • Formulation of departmental framework and SOPs of various teams in the unit. • Ensuring that the standard operating procedures are updated and complied with, in line with regulatory and industry standards • Alignment of agents into various skillsets, according to their strengths and abilities, to optimize potentials • Development of evaluation programs with the use of Avaya Quality monitoring module. • Monitoring and evaluating agents’ interactions with customers, to improve agent performance and engender customer satisfaction • Developing new contact center process flows/SOPs and modifying the existing ones to align with industry standards. • Improving agent’s efficiency on the call by applying various quality assurance techniques such as the Time-Motion study, outlier process. • Composing call scripts for agents on various products and services to enable them engage customers properly in line with Global best practices • Identifying training needs of agents using various assessment metrics and recommending trainings for improved product knowledge/service delivery • Conducting trend analysis on Call Center Agents to identify manning gaps/ strengths and weaknesses • Conducting deep-dive/Root cause analysis into prevalent customer issues in the contact center. • I successfully deployed an online evaluation form for all interaction channels using the Avaya Quality monitoring module. This improved our team’s time management and efficiency by 20%. • I successfully set up speech analytics hit alerts for negative customer feedback and negative customer emotions. This enabled the team track related interactions with increased precision of 95%.