Mary J.
Mid-Level Quality Assurance Analyst
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About
Mary Joy B. is a Quality Assurance Analyst at TP Philippines with over five years of experience in customer service. Specializing in the business process outsourcing industry, she conducts regular quality audits and evaluations of customer interactions across calls, emails, and chats to ensure adherence to company standards and policies. Mary Joy systematically monitors team performance metrics and delivers detailed feedback designed to enhance service quality and accuracy while identifying performance gaps through data analysis. She plays a key role in supporting calibration sessions within the QA team to maintain scoring consistency and fairness. Proficient in tools like Microsoft Excel and Google Sheets, Mary Joy is committed to maintaining process integrity and optimizing operational efficiency in a customer-focused environment in Davao, Philippines.
Experience
Quality Assurance Analyst
TP Philippines · 2024 — PresentPerform regular evaluations and quality audits of customer interactions, including calls, emails, and chats, to verify adherence to company standards and policies. Analyze team performance metrics while offering detailed feedback aimed at enhancing service quality and customer experience. Detect performance gaps through data analysis, recommending corrective measures and process modifications. Facilitate calibration sessions to ensure consistency and fairness in scoring across the QA team.
Skills & Expertise
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