Ma J.
Mid-Level Quality Analyst in BPO
Open to offersNew to PlatformPortfolios
About
Ma. Janice C. is an experienced professional with over 15 years in the BPO, customer service, compliance, quality assurance, dispatch, and property management sectors. She has delivered operational excellence in roles such as Project and Property Manager, Quality Analyst, Compliance Associate, Dispatcher, and Customer Service Team Lead across industries including HVAC, logistics, restoration, healthcare, and financial services in both Philippine and US-based organizations. Notable for building projects from inception through full-scale operations, she has managed compliance for 1000+ headcount accounts, evaluated and coached up to 50 agents weekly, and supported remote teams. Proficient in tools like Zendesk, Hubspot, Salesforce, and Service Titan, Janice C. is adept at process evaluation, audit, and leveraging multiple platforms for lead research and operational support.
Experience
Dispatcher
MOD Logistics · 2025 — 2026Managed dispatch operations, coordinating logistics and ensuring timely service delivery.CSR / Scheduler
Ultra Padel · 2024 — 2024Provided customer support and managed scheduling functions to facilitate service operations.Dispatcher / Quality Analyst
Filterbuy HVAC Solutions · 2024 — 2024Oversaw dispatch activities and conducted quality analysis to uphold service standards.Team Lead Supervisor Customer Service / Quality Analyst
Weight Loss Company · 2023 — 2024Supervised the customer service team while performing quality analysis to enhance service delivery.Team Lead Supervisor Customer Service / Quality Analyst
The Restoration Company · 2022 — 2022Led the customer service team and executed quality analysis, ensuring adherence to service guidelines.Quality Analyst / Compliance Associate Auditor
InstaAnswer · 2020 — 2022Conducted quality analysis and compliance assessments to ensure operational standards were met.Virtual Assistant
One Village Company · 2020 — 2021Performed various administrative tasks to support business operations and enhance efficiency.Quality Analyst / Compliance Associate Auditor
Demand Science Team Philippines · 2018 — 2019Executed quality analysis and compliance auditing to ensure operational effectiveness.Sr. Quality Analyst / Compliance Associate Auditor
Tech Mahindra vCustomer Phils. · 2015 — 2017Led quality analysis and compliance auditing efforts to uphold service quality.Project and Property Manager
Easykey Ltd. · 2014 — 2015Managed project and property operations, overseeing the transition from inception to full functionality.CSR
Results Manila Inc. · 2013 — 2014Delivered customer service support addressing client inquiries and concerns.TSP II
Stream Global Services · 2010 — 2013Provided telecommunication support, ensuring customer inquiries were addressed promptly.TSR
Sykes Asia · 2010 — 2010Handled customer support tasks, addressing queries and providing information.Advisor
Wipro BPO Phils. · 2009 — 2010Advised customers on various services, ensuring satisfaction and support.Financial Advisor
ePerformax Contact Centers · 2008 — 2009Provided financial advice to clients, ensuring clarity and guidance on services.CSR / TSR
WEST CONTACT SERVICES INC. · 2006 — 2007Supported customer inquiries and telecommunication needs to enhance service delivery.
Skills & Expertise
Education
- Pre-DentistryCebu Doctor’s College · 1997 — Present
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