Post a Job Free
0 viewsjobseeker
Janice R. — Senior Quality Assurance Specialist from Philippines

Janice R.

Senior Quality Assurance Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

Janice A. is a versatile operations professional with over a decade of experience in administrative support, customer service, and quality assurance. She has demonstrated expertise in data management, reporting, and process improvement within fast-paced and remote environments. As a Quality Assurance Specialist at Rocketstation Careers Inc and an Admissions Officer at Hype Experiences, Janice reviewed communications for quality and compliance, coached teams, and maintained a 95%+ audit accuracy. In the education sector, she managed student enrollment at Homeschool Global Philippines, enhancing enrollment conversions through effective communication and coordination. Her leadership as a Team Lead involved supervising support teams, monitoring KPIs, and fostering continuous service improvements. Janice's broad experience extends to roles in customer service, logistics for FedEx Asia, and claims analysis in the financial sector for JPMorgan Chase at Sykes. With a solid foundation in technology from her studies at the Technological University of the Philippines, Janice is proficient in tools like Salesforce, Google Workspace, and HubSpot, which she leverages to maintain efficient workflows.

Experience

  • Quality Assurance Specialist

    Rocketstation Careers Inc · 2022 — 2026
    Reviewed calls, chats, emails, and SMS interactions to ensure quality and compliance. Scored team performance according to company standards and client expectations. Provided coaching and feedback aimed at enhancing communication and service quality. Identified recurring issues and suggested process improvements. Prepared reports to share performance insights with leadership. Maintained an audit accuracy rate exceeding 95% while reviewing calls, calibration, and compliance.

  • Admissions Officer

    Hype Experiences · 2022 — Present
    Managed the student enrollment process from initial inquiry to final registration. Assisted prospective families through various channels including phone, email, and virtual meetings. Conducted orientations and addressed questions related to programs. Ensured the maintenance of accurate student records and necessary documentation. Followed up on leads to facilitate improved enrollment conversions. Coordinated with internal teams to support smooth onboarding.

  • Admin Assistant | Freelance - Part Time

    Homeschool Global Philippines · 2020 — 2022
    Conducted research on leads and verified contact information for outreach campaigns. Engaged in lead generation and performed data entry along with email management and file organization. Updated spreadsheets, databases, and CRM records with high accuracy. Assisted with scheduling campaigns and provided outreach support to clients.

  • Customer Service Representative

    TTEC · 2018 — 2022
    Delivered customer service to North American clients by addressing automobile-related inquiries, account concerns, and service support over a span of six years at Teletech. Assisted business clients throughout the Asia Pacific territory by qualifying potential business customers and supporting service inquiries and sales opportunities for logistics services during two years at FedEx Asia. Provided comprehensive customer support in the telecommunications sector while managing over 15 calls daily and fostering rapport with customers to enhance service delivery.

  • Sales Associate

    Madison Retailers · 2003 — 2004
    Provided personalized customer service by assisting clients in selecting products based on their preferences and needs, contributing to increased satisfaction and repeat business. Maintained organized and visually appealing merchandise displays to support promotional efforts and drive sales. Monitored inventory levels and coordinated with the stockroom to ensure product availability, while also assisting with store opening and closing procedures to ensure operational readiness.

  • Team Lead

    Company not specified
    Supervised customer support teams across various client accounts. Managed a team of over 15 agents. Monitored key performance indicators (KPIs), attendance, and schedules, ensuring productivity within the team. Conducted coaching sessions, call reviews, and performance discussions. Collaborated with QA teams on calibrations and service enhancements. Prepared reports for management and client evaluations. Addressed escalations and facilitated team engagement activities.

  • Claims Analyst

    Sykes
    Handled inquiries regarding financial claims and reimbursements as a Claims Analyst in the banking and financial services sector, supporting the JPMorgan Chase account. Investigated card transactions and identified discrepancies to ensure accurate resolution of customer claims. Reviewed customer invoices and billing documents with basic knowledge of Accounts Payable to validate charges and aid in claim investigations. Provided account information while maintaining compliance with financial service standards.

Skills & Expertise

Office and AdminLead GenerationCustomer ServiceQuality Assurance

Education

  • Secondary level
    Westminster High School · 1989 — 2000
  • Bachelor of Science in Graphics Technology Major in Architecture (Undergraduate)
    Technological University of the Philippines