JENNELYN VENTURA
Quality Assurance Analyst
Kuala Lumpur,14
Overview
9
9
years of professional experience
Work History
Customer Experience Expert / Quality Assurance Analyst
TDCX (MY) Sdn. Bhd.
9 2021 - Current
- Audits emails, calls and chats in order to identify the customer experiences' pain point
- Ability to analyze customer feedback on Product, Policy, Process & Customer Service
- Provides insights & presents the data in Business Review meeting
- Facilitates QA Talk and calibrations
- Capability in sending feedback to agents real-time
- Coaches the bottom performers
- Collaborates w/ Operations
Quality Assurance Analys
TELEPERFORMANCE Phils.
05.2020 - 07.2021
- Monitored live interactions and provided insights to identify customer experience opportunities
- Attended E-Commerce training for US, AU and NZ
- Resolved digital tickets using Zendesk and Admin Portal
- Facilitated QA Talk and unpacking sessions
- Sent Zero Tolerance Policy and people opportunities report to Operations
- Trained and facilitated newly promoted QA
- Provided support for QA admin tasks
- Attended calibration sessions regularly
Quality Assurance Supervisor
TELEPERFORMANCE Phils.
11.2019 - 04.2020
- Provided performance review
- Coached analysts regarding their weekly performance to ensure hitting their metrics
- Attended Supervisors & Leadership training & meeting
- Facilitated QA meeting
- Analyzed data for weekly report
- Observed analysts how they conduct QA talk and calibrations
- Trained and facilitated newly promoted QA
- Processed staff time-adjustment
- Presented Business Review with the clients & Operations
Quality Assurance Analyst
TELEPERFORMANCE Phils.
06.2015 - 10.2019
- Monitored calls and provided insights to identify customer experience opportunities
- Attended Leadership Meeting
- Facilitated QA Talk and unpacking sessions
- Gathered and analyzed data for process improvements
- Sent Zero Tolerance Policy and people opportunities report to Operations
- Scrubbed and analyzed customers Demand, Episode, First Call Resolution, Transfer Rate and Truck Roll data
- Attended sessions regularly for QA tagging and Customer Experience analytics
Education
BA Mass Communication - Journalism
UNIVERSITY OF THE PHILIPPINES BAGUIO
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Skills
Customer Feedback Analysis
Upselling strategies
Empathy building
Brand representation
Training And Skills
- Basic Microsoft Excel Training
- Quality Assurance Certification
- Customer Experience Journey Mapping
- Data Analytics
- Quality Coaching
- Monitoring and Call Synthesis
References
Available Upon Request
Timeline
Quality Assurance Analys
TELEPERFORMANCE Phils.
05.2020 - 07.2021
Quality Assurance Supervisor
TELEPERFORMANCE Phils.
11.2019 - 04.2020
Quality Assurance Analyst
TELEPERFORMANCE Phils.
06.2015 - 10.2019
Customer Experience Expert / Quality Assurance Analyst
TDCX (MY) Sdn. Bhd.
9 2021 - Current
BA Mass Communication - Journalism
UNIVERSITY OF THE PHILIPPINES BAGUIO