Ayomide B.

Key Skills

Software

Clickworker

Micro1

Mercor

Top Subject Matter

BPO customer support quality assurance and compliance

Quality assurance

compliance investigations

Top Data Types

Text

Document

Audio

Top Task Types

Evaluation/Rating

Data Collection

Transcription

Freelancer Overview

QUALITY SPECIALIST (PiggyVest) 2021–2023 — quality monitoring, audits, and coaching based on call/chat recordings and me. Brings 8+ years of professional experience across legal operations, contract review, compliance, and structured analysis. Core strengths include Internal and Proprietary Tooling. Education includes Bachelor of Laws, Bowen University (2018) and Bachelor of Laws, Nigerian Law School (2019). AI-training focus includes data types such as Text and labeling workflows including Evaluation and Rating.

Labeling Experience

COMPLIANCE OFFICER (Payday Remote) 2023 — compliance oversight and quality audit monitoring via call/chat reviews

Text

Ensured agents complied with quality, regulatory, and compliance policies by carrying out investigations into customer claims. Reviewed legal claims/complaints and provided resolutions according to applicable regulations and internal policies. Monitored quality through reviews of call and/or chat recording systems and tracked performance using a quality monitoring data management system.•Conducted investigations into customer claims and escalated/monitored for resolutions.•Ensured quality audits occurred at sufficient frequency to assess effectiveness of quality systems and policies.•Reviewed quality of work via call/chat recording monitoring tools.•Compiled and tracked team and individual performance using a quality monitoring data management system.

2023 - 2023

QUALITY SPECIALIST (PiggyVest) 2021–2023 — quality monitoring, audits, and coaching based on call/chat recordings and message reviews

Text

Reviewed quality of work performed by a BPO customer-facing team using call and chat recording monitoring systems. Conducted audits on phone calls and emails to identify coaching needs and knowledge gaps. Ensured policies and processes were followed and tested improvements to support quality outcomes.•Auditing phone-call and email interactions for quality compliance.•Using a quality monitoring data management system to compile and track performance at team and individual level.•Calibrating with other departments via calibration sessions to ensure consistent quality standards.•Providing email and phone customer support while balancing productivity and quality.

2021 - 2023

Education

Work History