Megane Duval

Led a team of 20 -25 quality analysts to ensure compliance with company standards and client requirements. Developed and implemented quality control processes that reduced errors by 20% and improved customer satisfaction scores by 15% for 12 consecutive quarters. Conducted regular audits and performance reviews to identify trends and areas for improvement. Coordinated with cross-functional teams to address quality issues and implement corrective actions. Provided training and coaching to team members to enhance their skills and performance.

Quality evaluator for an online travel/ food delivery & Banking services Providing weekly monitoring and coaching for 30 advisors. Root cause analysis conversations with advisors and best practice sharing Continuous training delivery ( Theoritical + hands on activities such as roleplay and case scenarios) Compliance audits + set up preventing action plan to limit risks

Customer service agent for a travel agency handling both B2B and B2C requests.

Handle email calls and chats