Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amanda Nkwoji

Winnipeg,MB

Summary

Quality Assurance and Workforce Management professional with strengths in compliance review, reporting, and performance monitoring. Skilled in identifying trends, improving processes, and supporting data-driven decisions that strengthen service delivery.

Overview

4
4
years of professional experience

Work History

Quality Assurance Analyst

InTouchCX
Winnipeg, Manitoba
11.2025 - Current
  • Identified quality gaps, process inconsistencies, and opportunities to improve customer experience.
  • Analyzed interaction outcomes and recurring trends to identify opportunities for enhancing service delivery and maintaining performance expectations.
  • Reviewed calls, chats, and emails to ensure accuracy, professionalism, and compliance adherence, enhancing overall service quality.
  • Provided clear, constructive feedback during coaching sessions to foster skill development and improve team performance.

Workforce Management Analyst

CBI Home Health
Winnipeg, Manitoba
01.2024 - 10.2025
  • Analyzed workforce data, productivity trends, and operational metrics to support staffing decisions.
  • Coordinated scheduling, forecasting, and real-time workforce adjustments to align staffing with business needs.
  • Monitored staffing levels, queue workloads, and service-level performance to identify and address coverage gaps across schedules and service lines.
  • Prepared and updated workforce reports to enhance daily operations and inform labor planning.

Operations Assistant

MarketForce Information
Winnipeg, Manitoba
04.2023 - 01.2024
  • Organized work orders and directed follow-up requests to operational teams for efficient processing.
  • Executed day-to-day processes with accuracy, ensuring compliance with established procedures.
  • Maintained accurate records, updated internal system data, and managed operational documentation.
  • Evaluated submitted forms for completeness, flagging discrepancies for timely correction in databases.

Education

Bachelor of Arts - Economics

University of Manitoba
Winnipeg
06-2025

Skills

  • Quality Assurance
  • Compliance evaluation
  • Data Analysis & Reporting
  • Performance Monitoring
  • Data Management
  • Workforce reporting
  • Process improvement
  • Problem solving

Timeline

Quality Assurance Analyst

InTouchCX
11.2025 - Current

Workforce Management Analyst

CBI Home Health
01.2024 - 10.2025

Operations Assistant

MarketForce Information
04.2023 - 01.2024

Bachelor of Arts - Economics

University of Manitoba
Amanda Nkwoji