Jay Anne Marie U.

Quality Analyst

Quality Assurance Specialist | Customer Experience & Process Improvement Professional I am a Quality Assurance and Customer Experience professional with over 6 years of experience in customer service, quality monitoring, coaching, and operations support across global BPO companies, including Cognizant Technology Solutions, Teleperformance Philippines, TDCX Philippines, and Tech Mahindra. My work focuses on improving service quality, ensuring compliance, and helping teams deliver consistent and high-performing customer interactions. I have hands-on experience evaluating customer communications through inbound, outbound, and email channels, identifying performance gaps, providing structured feedback, and supporting coaching initiatives that drive measurable improvement. Throughout my career, I have worked closely with agents, team leaders, and clients to ensure quality standards are met and continuously improved. I have also participated in calibration sessions, root cause analysis, and process improvement discussions to maintain consistency and accuracy in performance evaluation. I bring a strong combination of frontline customer service experience and quality assurance expertise, allowing me to understand both customer-facing challenges and internal operational standards. This helps me provide more accurate evaluations, practical recommendations, and actionable feedback. Key strengths include: • Quality Assurance & Call Evaluation • Customer Experience Improvement • Coaching & Performance Feedback • Compliance Monitoring & Reporting • Customer Support (Phone, Email, Chat) • Root Cause Analysis & Process Improvement • Salesforce CRM & Support Tools I am committed to helping businesses improve customer satisfaction, enhance team performance, and maintain high-quality service standards through structured, detail-oriented, and results-driven work.