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
undefined
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
undefined
Similar Profiles
DHARMA RAJEDRANDHARMA RAJEDRAN
Technical Service Specialist at TDCX (MY) SDN. BHDTechnical Service Specialist at TDCX (MY) SDN. BHD
SANTHIYA PERUMALSANTHIYA PERUMAL
Verified Operations Specialist at TDCX (MY) SDN. BHDVerified Operations Specialist at TDCX (MY) SDN. BHD
Muhamad Asyraf Bin RadzuanMuhamad Asyraf Bin Radzuan
Assistant Customer Service Specialist at TDCX (MY) SDN. BHD.Assistant Customer Service Specialist at TDCX (MY) SDN. BHD.
Phyo Wai MoePhyo Wai Moe
Risk Operations Analyst at TDCX (MY) SDN. BHD.Risk Operations Analyst at TDCX (MY) SDN. BHD.
Avinash LoghandranAvinash Loghandran
DIRECTOR, GROUP BUSINESS APPLICATIONS & PMO at DKSH CORPORATE SHARED SERVICES CENTER S/BDIRECTOR, GROUP BUSINESS APPLICATIONS & PMO at DKSH CORPORATE SHARED SERVICES CENTER S/B