Jycel R.
Mid-Level Quality Assurance Specialist
Open to offersNew to PlatformAbout
Jycel D. is an experienced Quality Assurance Specialist with a solid background in the IT solutions and business process outsourcing industry, particularly through roles at TopData Global IT Solutions, Reimage Philippines, and Exacot. She has demonstrated expertise in metrics analysis and reporting, quality assurance and control, and process improvement by monitoring chat and email interactions, evaluating agent performance, and conducting quality certifications and coaching sessions for new hires. At TopData, she gathered and analyzed business intelligence data to provide actionable recommendations on both process and application improvements. Jycel is proficient with a range of technologies including Microsoft Office, Google Workspace, ticketing systems like Zendesk, and quality auditing tools such as Scorebuddy and MaestroQA. Her experience also includes roles in customer service and technical support, with a history of contributing to operational goals and cross-functional collaboration within diverse teams.
Experience
QUALITY ASSURANCE SPECIALIST
TopData Global IT Solutions · 2020 — 2022Oversaw performance in chat and email interactions by monitoring and evaluating exchanges. Collected and assessed business intelligence data from these channels to recommend process and app enhancements. Provided Quality Certification for new hires through written evaluations and 1-on-1 coaching, while also conducting Triad Coaching sessions in collaboration with Operations Team Leaders. Led quality huddles to review the Operation Team's outcomes, scrubbed and performed spot checks related to process updates, and communicated agent behavior assessments to Team Leaders to inform coaching strategies.TECHNICAL SUPPORT REPRESENTATIVE
TopData Global IT Solutions · 2018 — 2020Addressed end-user technical issues by evaluating problems and delivering troubleshooting guidance. Provided Tier 1 IT support to internal users through desk side service, documented support actions using various ticketing systems, and researched product and solution information to resolve customer concerns. Maintained familiarity with multiple operating systems and devices, including Windows, Mac, Linux, Android, iOS, and routers; demonstrated knowledge of DNS, IP address, and VPNs. Contributed to updates of support best practices for the team.CORPORATE SOCIAL RESPONSIBILITY STAFF
Central Azucarera De Tarlac · 2017 — 2018Carried out tasks and duties supporting corporate social responsibility initiatives as part of the staff team.CUSTOMER /SALES/TECHNICAL SUPPORT REPRESENTATIVE
Sutherland Global Services · 2015 — 2017Performed customer, sales, and technical support responsibilities in alignment with designated role requirements.OJT: International Wiring Systems
International Wiring Systems · 2014 — 2015Completed on-the-job training, taking part in assigned tasks as required by the program at International Wiring Systems.MARKETING AND PURCHASING STAFF
Tarlac State University · 2012 — 2013Participated in marketing and purchasing activities and fulfilled responsibilities as student assistant within the university.
Skills & Expertise
Education
- Bachelor of Science in Business Administration, Major in Marketing ManagementTarlac State University · 2011 — 2015
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