Isaac Kwakye C.

Key Skills

Software

Other

Top Subject Matter

Customer service QA and performance evaluation

Customer service training and performance improvement (operational QA)

Top Data Types

Text

Top Task Types

Function Calling

Freelancer Overview

Training Specialist. Brings 5+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Other. Education includes Bachelor of Arts, University of Education, Winneba and WASSCE, Chemu Senior High School. AI-training focus includes data types such as Text and labeling workflows including Evaluation, Rating, and Function Calling.

Labeling Experience

Training Specialist at TP (Teleperformance) (Nov 2024–Present)

OtherTextFunction Calling

As a Training Specialist, delivers onboarding, refresher, and performance improvement training for customer service teams on Nuuday and Zalando accounts. Led training initiatives aimed at raising agent performance and supporting quality outcomes above 95%. Delivered learning programs intended to improve customer experience and operational execution. • Developed and delivered onboarding and refresher training for customer service agents • Led performance improvement training initiatives for Nuuday and Zalando • Drove agent development to maintain average quality above 95% • Supported continuous improvement through training delivery and initiatives

2024 - Present

Quality Analyst at Majorel Ghana (Aug 2023–Nov 2024)

OtherText

As a Quality Analyst, performed quality assessments to monitor and improve customer support performance. Used coaching and performance improvement initiatives to support teams achieving consistent quality scores averaging around 95%. Focused on evaluating agent interactions and outcomes against defined quality standards. • Conducted quality assessments of customer service work to identify gaps • Provided coaching and feedback to improve agent performance • Supported performance improvement initiatives tied to quality metrics • Helped maintain quality performance averaging 95%

2023 - 2024

Education

Work History