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MA E. — Mid-Level Quality Analyst from Philippines

MA E.

Mid-Level Quality Analyst

Philippines 3-6 years
Open to offersNew to Platform
Languages
TagalogEnglish
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About

Ervelyn D. is a dedicated Quality Analyst with significant experience in the BPO industry, particularly focusing on customer retention and call quality monitoring. At Ubiquity Global Services, Ervelyn's role from 2022 to 2026 involved conducting quality audits on over 50 customer interactions weekly, utilizing QA scorecards to ensure compliance and effectiveness in customer retention. Ervelyn has a proven track record of analyzing KPIs such as CSAT and call handling performance to pinpoint improvement areas and enhance save rates. By delivering targeted coaching to agents, she has consistently improved customer handling tactics and overall performance. Additionally, her collaboration with team leaders has been instrumental in strengthening retention strategies. Prior to her analyst role, Ervelyn excelled as a Customer Service Representative and was promoted to Subject Matter Expert due to her outstanding product knowledge and support capabilities. Her skill set includes strong proficiency in QA scorecards, root cause analysis, and CRM systems.

Experience

  • Quality Analyst – Retention Team

    Ubiquity Global Services · 2022 — 2026
    Performed quality audits on over 50 customer interactions each week by utilizing QA scorecards to assess compliance, call quality, and effectiveness in customer retention. Analyzed key performance indicators such as customer retention, CSAT, and call handling to pinpoint trends and areas needing improvement. Executed root cause analysis for unsuccessful retention efforts, offering insights that contributed to enhanced save rates and reduced churn factors. Provided precise coaching and constructive feedback to agents, focusing on enhancing their performance and strategies for customer handling. Worked alongside Team Leaders to develop and refine retention strategies that improved the overall customer experience. Managed the accuracy of QA evaluations, scoring, and reporting within internal quality systems while also cross-training in documentation review and email support processes to uphold high-quality standards.

  • Customer Service Representative / Subject Matter Expert

    Ubiquity Global Services · 2020 — 2022
    Engaged with 60 to 100 customers daily through voice and chat, delivering accurate and empathetic assistance. Efficiently addressed customer issues while ensuring high satisfaction levels. Earned promotion to Subject Matter Expert (SME) due to comprehensive product knowledge and support for team performance. Participated in training and coaching new agents, which led to improved onboarding effectiveness and enhanced team productivity. Recognized multiple times as a Top Performer for consistently achieving high CSAT scores and maintaining service quality.