Jordan Walker

As a Quality Assessment Lead for a customer support team in Germany, my primary responsibility is to lead and oversee the quality assessment process, ensuring that customer service agents consistently deliver the highest standards of service delivery and customer satisfaction. I excel at meticulous reviewing and auditing of customer interactions, thoroughly investigating survey responses, and designing impactful programs to elevate the overall customer experience.

Collaborating closely with Quality Leadership, Operations, and other support teams, I establish and implement robust process standards that enhance service delivery and drive continuous improvement. I provide timely and constructive feedback to agents, leveraging my keen attention to detail and strong communication skills to guide them towards excellence.

Through in-depth trend analysis, I identify areas for improvement and develop data-driven recommendations to optimize our customer support operations. Fostering a positive work environment that encourages teamwork and individual growth, I play a pivotal role in ensuring the success of our customer support team, ultimately contributing to the overall success of the company.

I have nearly 4 years of experience in quality assessment and content analysis roles. As an International Quality Assessment Lead at JustAnswer, I ensured high service standards for a German-based customer support team. At Google (via Vaco), as a Content Analyst, I focused on data extraction, content review, and data maintenance. My skills include organization, communication, and leadership.

I graduated with distinction, holding the prestigious International Baccalaureate (IB) Diploma, a testament to my commitment to academic excellence. Subsequently, I pursued my passion for film and television at Loyola Marymount University, an esteemed Jesuit institution renowned for its unwavering dedication to fostering holistic education and nurturing well-rounded individuals.