Katryn G.
Mid-Level Quality Analyst
Open to offersNew to PlatformAbout
Katryn Gladys M. is an experienced Quality Analyst with over five years in administrative support, email management, and documentation for sectors that include business process outsourcing and education. At Wipro Philippines, she monitors and audits agent calls, provides coaching, updates the Quality Dashboard, and works with clients on Correction and Removal projects to enhance operational efficiency. Previously at Teletech, Katryn managed back-office operations, supported customer communications via voice and chat, and coordinated workloads for internal teams. In education at Don Bosco Technical College-Cebu, she developed lesson plans, coached graders, and managed student assessments. Katryn’s expertise includes Quality Monitoring, Inbox Management, Canva Design, Documentation, and using platforms like SAP, Citrix, and Microsoft Office tools to support daily business operations.
Experience
QUALITY ANALYST
WIPRO PHILIPPINES · 2022 — PresentAudits and monitors agent calls to verify compliance with quality standards and client specifications. Delivers coaching and feedback aimed at enhancing agent performance and customer experience. Maintains the Quality Dashboard, recording performance metrics and rankings. Coordinates Correction and Removal (C&R) project requirements and deliverables with clients. Handles urgent email correspondence to support efficient communication. Implements quality improvement initiatives to drive greater operational efficiency. Participates in calibrations with both clients and internal teams to ensure alignment on quality standards.BACK OFFICE REPRESENTATIVE
TELETECH · — — 2022Consulted customers regarding products and services through multiple channels including voice, email, and chat. Managed appointment scheduling and bookings for customers experiencing delayed deliveries or product purchases. Served as point of contact by distributing workloads and sharing weekly updates from Operations Manager and Team Leads.SCIENCE AND COMPUTER TEACHER
DON BOSCO TECHNICAL COLLEGE-CEBU, INC. · 2017 — 2020Developed lesson plans for science and computer subjects in alignment with the academic curriculum. Provided academic coaching to students from Grades 1 to 5 (MBOT). Supervised student projects, experiments, and observatory activities. Evaluated and graded exams as well as tracked student progress. Attended parent-teacher meetings, conferences, workshops, and placement programs.
Skills & Expertise
Education
- Tertiary LevelCebu Normal University · 2013 — 2017
- Senior High LevelSaint Mary’s Academy · 2009 — 2013
- Elementary LevelDon Vicente Rama Memorial Elementary School · 2004 — 2009
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