Danna A.

Results-oriented Quality Assurance Analyst with experience in remote call center and legal intake environments, specializing in performance monitoring, compliance auditing, and process optimization. Skilled in evaluating customer interactions, identifying root causes, and implementing actionable improvement strategies that enhance service quality and operational efficiency. I have hands-on experience auditing calls, reviewing dashboards, tracking KPIs, and delivering structured feedback to agents to improve conversion rates, compliance adherence, and customer satisfaction. My analytical approach combines data-driven insights with practical coaching techniques to support measurable performance growth. Proficient in CRM systems and call center platforms, I excel at maintaining quality standards, reducing errors, and ensuring consistent client experiences. I am detail-oriented, highly organized, and committed to continuous improvement in fast-paced remote environments.