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Gileen M. — Senior Quality Assurance Analyst from Philippines

Gileen M.

Senior Quality Assurance Analyst

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Gileen Mary G. is an experienced Quality Assurance Analyst with over 12 years dedicated to call center quality assurance and more than 4 years in call center operations. She excels in monitoring and evaluating agent performance to enhance customer satisfaction and compliance at CTC BPO Inc. in Cebu. Throughout her career, Gileen has demonstrated her expertise in building robust QA frameworks, analyzing data for operational efficiency, and maintaining communication quality standards. Her proficiency with QA tools like ServiceNow, Nice inContact, and ChatGPT complements her skills in coaching and conflict resolution. Gileen significantly contributed to the company's Documentation Project in 2017 and has frequently partnered with trainers to develop comprehensive coaching sessions. Awarded Best Employee in 2014, she continually strives for excellence in quality assurance and technical support, holding certifications up to Level 2 Technical Support Engineer. Her educational background includes an Advanced Diploma in Programming from Informatics Consolacion Center.

Experience

  • Call Center QA Analyst

    CTC BPO Inc. · 2013 — 2026
    Conducted evaluations of over 20 agent calls weekly to enhance customer satisfaction. Ensured compliance through comprehensive case audits and led weekly calibration meetings with clients. Compiled weekly and monthly performance reports while assisting in the creation of QA scorecards and rubrics. Collaborated with trainers to design coaching sessions aimed at reducing repeat complaints.

  • Technical Support Engineer

    CTC BPO Inc. · 2009 — 2013
    Managed inbound calls, emails, and chat inquiries from customers related to technical issues. Diagnosed and resolved hardware, software, and network problems while providing detailed guidance to customers. Recorded all interactions and solutions in the company's CRM system.

Skills & Expertise

PharmaceuticalCustomer SupportQuality AssuranceCall CenterTechnical Support SpecialistCustomer ServiceData Entry SpecialistQuality Monitoring

Education

  • Advanced Diploma in Programming NC IV
    Informatics Consolacion Center · — — 2009

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