Call Center Supervisor / Quality Control
A salaried Good-ID employee applies this skill within our “Customer service & administration” unit — customer relations, multilingual support, data entry and back-office — under the supervision of our project managers. Backed by 5 years of experience, the service is delivered in French (C2) and English (B2). Everything is delivered remotely under a service contract with Good-ID Sàrl, which remains the employer and answers for the result.
Role and background
My career in the call center industry—from team supervision to quality control—has allowed me to develop strong expertise in operational management and optimizing customer satisfaction. I excel at planning, business negotiations, and public relations management, with in-depth knowledge of telecommunications. I am ready to put my skills to work for a European company to ensure high performance and impeccable service quality.
Professional Experience
Quality Assurance
August 2022–May 2023 • Business Process Outsourcing (BPO) Company – Madagascar
Conducted quality assurance on outbound calls for customer satisfaction surveys, ensuring compliance with scripts and service standards. Evaluated agent performance daily and identified areas for improvement to optimize the quality of interactions. Helped maintain a high customer satisfaction rate by proactively identifying and correcting discrepancies.
Sales Representative (Inbound Calls)
February 2022–July 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Managed a portfolio of inbound calls for a variety of clients, identifying their needs and proposing tailored solutions. Presented products and services, negotiated sales offers, and closed sales. Maintained in-depth knowledge of product catalogs to ensure relevant advice. Met and often exceeded daily and weekly sales targets, directly contributing to the team’s overall performance.
Team Supervisor
April 2020–December 2021 • Business Process Outsourcing (BPO) Company – Madagascar
Managed and monitored the activities of a call center production team, including schedule management and real-time incident resolution. Responsible for ensuring performance goals were met and for producing regular reports for management. Contributed to the optimization of operational processes and the continuous improvement of key performance indicators.
Mvola SIM Activation Certification and Control Specialist
2018–2020 • Business Process Outsourcing (BPO) Company – Madagascar
Handled incoming calls, managing customer complaints, requests for rate changes, and routing calls to the appropriate departments. Contributed to customer satisfaction by providing quick and accurate solutions to issues encountered. Maintained a high level of service quality in a demanding environment.
Skills
Hard Skills: Operational Management, Customer Satisfaction Optimization, Commercial Negotiation, Telecommunications, Quality Control
Soft Skills: Team Leadership, Results-Oriented, Strategic Communication, Problem Solving, Adaptability
Degrees and Training
Certificate in Computer Science
2016 • E-media Itaosy
Advanced Technical Diploma (DTS) in Tourism and Environment
2015 • ISSMI (Institut Supérieur St-Michel Itaosy)
Baccalaureate, Series A2
2012 • Lycée Saint-Michel Itaosy
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 years of experience
- Working languages
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “Customer service & administration” expertise, supervised by Good-ID in the same way.
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Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.