Joana E.

Joana R. is a Senior Quality Evaluator at Concentrix in Cagayan de Oro, where she specializes in conducting thorough evaluations of customer interactions to ensure compliance with company standards. Her career began as a Customer Service Representative, where she honed her skills in handling complaints, documenting interactions, and solving problems. Joana advanced to a QA Associate role, where she utilized her understanding of quality metrics, scorecards, and QA frameworks to identify trends, root causes, and improvement opportunities. She effectively coaches and mentors peers on quality and process compliance, contributing to the enhancement of customer service best practices. Joana is recognized for her academic achievements, consistently earning the Dean’s List Award while pursuing a BS in Information Technology at the University of Science and Technology of Southern Philippines.